IT Service Desk Manager

Role: IT Service Desk Manager

Location: Liverpool, Merseyside, North West England - hybrid working

Job Type: Full-time, Permanent

About Us:

Come and be a part of The Investigo Group (TIG), a dynamic coalition of cutting-edge tech firms specialising in Platform, Software, Data, AI and other bleeding-edge technology solutions. Our innovative prowess spans the globe while proudly hailing from the United Kingdom.

The group is multi-functional with a large portfolio of B2B products and services.

Our ecosystem is made up of: IIS, providing secure internet access in both the public and private sectors. Its mission? To deliver world-class secure internet capabilities enhancing productivity across diverse skillsets and organisations. Vestigo Consulting is our training and consultancy company, tailored around specialist sector-specific knowledge, and provides regular courses and CPD for our community. The consultancy side concentrates on expert support of our customers as well as specifically assigned individual deployments. Collaboraite is a bleeding-edge company that provides our Data and AI capability. A collaborative partner for designing user-centred secure data solutions to overcome operational hurdles, delivered through design thinking and agile coaching.

Diversity, Equity, and Inclusion (DEI) are at the heart of The Investigo Group (TIG). We're dedicated to creating a workplace where people from all backgrounds are not only welcome but empowered to excel. We actively seek diverse talent, promote fairness, and foster an inclusive environment where every voice matters, driving innovation and progress in our dynamic tech community.

The group provides bespoke, secure, user-centric products fuelled by deep technical knowledge advanced data and analytical skills.

Join us at TIG, where innovation knows no bounds, and together, we'll shape the future of technology solutions for a safer, more efficient world.

About You:

We are looking for a qualified and motivated individual to fill the role of IT Service Desk Manager. You will have a customer-focused mindset with a commitment to delivering exceptional service. The ideal candidate will possess strong leadership skills, a passion for developing high-performing teams, and proven experience in fast-paced, complex environments. You are adaptable, solutions-focused, and thrive in situations requiring hands-on process improvement and team engagement.

About The Team:

The IT Service Desk team is dedicated to providing high-quality technical support and customer service to both internal and external customers. This includes hardware and desktop support, ensuring that all users receive responsive and reliable assistance. The team operates in a dynamic, rapidly evolving environment where adaptability and collaboration are key.

About The Role:

As the IT Service Desk Manager, you will oversee the day-to-day operations of the IT Service Desk team. You will be accountable for ensuring high-quality technical support and customer service to our users. This role is essential for managing ITIL ITSM Core management practices, including Incident Management, Problem Management, Change Enablement, Service Level Management, and Service Request Management. You will lead with a focus on process ownership, hands-on improvement, and adapting to a complex and evolving organizational landscape.

Key Responsibilities:

• ITIL Leadership: Lead the design, implementation, and continuous improvement of ITIL processes, tailored to the needs of a rapidly evolving organization
• Team Leadership: Manage and lead the IT Service Desk team, fostering a positive, collaborative, and high-performing environment
• Change Enablement: Ensure controlled and effective implementation of changes, balancing agility and stability
• Service Delivery: Oversee the resolution of incidents and service requests within agreed SLAs, ensuring consistent, high-quality IT support
• Escalation Management: Serve as an escalation point for complex technical issues, ensuring timely resolution and clear communication with stakeholders
• Incident Management: Lead the team in managing incidents, performing root cause analysis, and implementing lessons learned
• Performance Monitoring: Track team performance against KPIs and SLAs, identifying and implementing improvements as needed
• Continuous Process Improvement: Identify opportunities to enhance service desk processes and contribute to overall organizational efficiency
• Customer Satisfaction: Ensure responsive, adaptable, and reliable service delivery to end-users
• Collaboration: Work closely with stakeholders to ensure seamless service delivery and alignment with organizational goals
• Reporting: Prepare and present regular performance reports on service desk metrics to the Platform Team Manager and Head of Platform
• Staff Development: Support team members' professional growth through coaching, training, and performance reviews
• Resource Management: Manage staffing levels and ensure adequate coverage during service hours
• Compliance and Security: Ensure all service desk activities comply with company policies and IT security standards

Requirements:

What We're Looking For:

The ideal candidate will have:

• Qualifications:
• Ideally you will have professional certifications in ITIL ITSM (e.g., ITILv4 Practice Manager) however practical, hands-on experience in dynamic environments is valued more than advanced qualifications
• A technical certification in Information Technology (e.g., CompTIA, Microsoft) or equivalent experience is preferred
• Experience:
• At least 3 years of experience in a similar role, ideally in fast-paced or complex environments
• Proven ability to build, own, and improve ITIL processes, with clear examples of personal involvement and leadership
• Strong leadership skills in managing small, agile teams, fostering collaboration, and driving high performance
• Technical Skills:
• Strong knowledge of IT support, infrastructure, hardware, and networking
• Understanding of IT Security and Compliance requirements/frameworks
• Familiarity with ITIL best practices and IT service management tools
• Experience in problem management, incident management, and root cause analysis
• Ability to analyze and present ITSM metrics and performance data to leadership
• Soft Skills:
• Adaptability and solutions-focused mindset to thrive in dynamic environments
• Proven leadership and team management abilities
• Strong communication skills for effective liaison with stakeholders at all levels
• Personal Qualities:
• A customer-focused mindset with attention to detail and the ability to think critically and adapt quickly

Benefits:

• Flexible Working: We offer a hybrid working model.
• Private Medical
• Inclusive Culture: Enjoy an inclusive culture and environment
• Flexible Benefits: A flexible benefits allowance to suit your needs
• Holiday: Generous holiday allowance
• Learning: Access to continuous learning and development opportunities
• Bonus Potential: Bonus potential based on performance and business-related factors
• Discounts: Discounts on a wide range of products and services
• Pension: Pension scheme contributions with Government Top-Up
• EV Car Scheme
• More Benefits: Explore additional benefits on our career site.

Please note that the talent acquisition team is managing this vacancy directly and we do not require agency support.

Candidates who are successful will be required to undergo relevant security checks.

Our Process:

Our talent acquisition team will be in touch if you're successful, the team will arrange a short screening call (max 30 minutes) to learn more about you, and what you are looking for and answer any questions you may have. If all goes well, the team will share your profile with the hiring manager for review. Our interview process is tailored to each role but typically the first half of the process is run remotely with a final stage on-site.

For this position, you can expect a two-stage interview process:

1st stage: An informal 30-minute video call with the hiring team to discuss your skills and relevant experience. This is an excellent opportunity to learn more about the role and ask any questions.

2nd Stage: A 60-90-minute formal interview where you can anticipate competency and technical questions.

As an inclusive employer, please inform us if you require any reasonable adjustments.

Equal Opportunities:

Here at TIG we are committed to equal opportunities and value diversity, equity and inclusion at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

As a Group, we seek to ensure that individuals with disabilities receive reasonable accommodation throughout the hiring process and ultimately within the job itself. Please contact us to request any accommodations.