OVERVIEW:

This is a day shift role managing the 24/7 shifts. The ITPS Service Desk is structured into two teams: a Core Team operating during standard business hours (9–5) and a 24x7 Team providing around the clock coverage. Both teams are composed of 1st and 2nd Line Engineers. The Service Desk Manager (24x7 Operations) will lead the 24x7 Team, with a focus on ITIL aligned Event Management and Problem Management. Their primary objective is to enhance service availability and stability through proactive monitoring, early issue identification, and continuous service improvement initiatives.
You will take full ownership of the 24x7 Team’s performance, including maintaining appropriate staffing levels, managing workloads, driving new workstreams, and ensuring process compliance. The team acts as the first line of response for all alerts (EDR, SOC and Infrastructure), playing a vital role in real-time monitoring and resolution of security and infrastructure events. Close collaboration with other teams across the Operations function is essential to ensure smooth handovers, minimise disruption, and uphold service quality.

WHAT YOU’LL BRING (EXPERIENCE & SKILLS)

• Experienced in an MSP environment
• Proficient in customer service within a technical environment.
• Minimum of 3 years of experience in a management role, preferably with direct supervision of multiple teams in a Service Desk style environment.
• Proven ability to define, attain buy in, & collectively implement a strategic plan aligned to business operational needs delivering tangible value.
• Motivational leader instilling an accountable, collaborative, communicative & empowered culture.
• Competent in preparing & presenting reports & strategic plans to internal & external key stakeholders
• Strong customer service orientation positioning the business as a value-add partner.
• A thorough planner with the forethought of contingency enabling us to respond to customer emergencies
• You must live within commutable distance of County Durham as this role requires you to be office based at least 3 days per week
  Pay Band - £competitive - depending on skills, qualifications and experience
  Working Hours: 8:30am - 5:00pm Monday to Friday, 3 days office/2 days home.

• Process owner for both Event and Problem Management processes; ensuring they dovetail into the ITSM, measure engineer compliance and drive improvements.
• Ownership of the 24x7 team’s performance, proactively driving improvements and ensuring continuous progress.
• Act as the main point of contact for engineers and stakeholders regarding the shift team.
• Manage shift rotations, holiday requests, and overtime to maintain service continuity
• Identify and implement new workstreams to enhance operational efficiency and service delivery.
• Ensure clear communication between shift teams, service desk, and other teams within Operations
• Collaborate with Security Operations to ensure the team is equipped with the necessary skills and informed about new customer onboardings.
• Work closely with the Service Account Managers to highlight major or recurring issues in customer environments and identify opportunities for improvement and stability.
• Partner with the wider Operations Department to minimise escalations and drive automation initiatives.
• High-level understanding of the toolsets used within the team, actively identifying and proposing enhancements to improve efficiency.
• Support at customer meetings where necessary
• Ensure adherence to SLAs across all customer accounts.
• Partake in the Duty Incident Manager rota, acting as the escalation point when there are MIs
• Any other duties reasonably required by your line manager