Service Desk Manager

About the job

We currently have an exciting opportunity for a Service Desk Manager to join our existing experienced team.

The Service Desk Manager leads the IT service desk, acting as the bridge between users and technology by overseeing incident & service request resolution, ensuring service levels are met, managing staff, implementing service improvement initiatives, and focusing on user satisfaction. They manage daily operations, lead the investigation of complex issues, and use metrics to report on service performance. 

What do we look for in a Service Desk Manager??

Responsibilities:

• Team Leadership: Hiring, training, coaching, and performance evaluation of service desk engineers.


• Service Level Management: Ensuring timely resolution of user issues (incidents & service requests) via ticketing systems. 


• Service Improvement: Implementing ITIL best practices, streamlining processes, identifying automation opportunities, and acting on user feedback. 


• Collaboration: Work closely with resolver groups to ensure SLAs are met and service availability remains paramount. 


• Resource Management: Work closely with Project Managers and Operations to ensure projects are adequately staffed in line with project budgets. 


• Stakeholder Communication: Sharing timely updates on the state of services to users, internal stakeholders and customers. 


• Technical Oversight: Providing expert guidance, running diagnostics, ensuring system efficiency, and recommending technical updates, supported by senior engineers and project technical leads.
  

Requirements:

• Able to work in fast-paced secure environment with changing customer needs. 


• Strong communication and interpersonal skills. 


• Experience managing a complex and diverse IT Service Desk. 


• Analysis of data to identify trends and report on a monthly basis.


• Knowledge of ITIL, Agile, and DevOps. 


• Experience with ITSM tools (e.g., Jira Service Management). 


• Expertise with Incident, Service Request and Problem Management. 


• User and service-focused mindset. 


• Able to resolve conflicts within a diverse team. 


• Able to motivate team members and share the bigger picture of company & project goals. 

About SiXworks

SiXworks is a leading provider of secure digital solutions, specialising in digital experimentation and focused on fail-safe-fast cutting-edge technology solutions deployed in highly secure environments. We are unified in our mission to accelerate innovation and adoption of secure, digital technology to improve the operational agility of Defence and National Security. This is an exciting time for us, we have ambitious plans for continued growth and development, and we are seeking to add brilliant, experienced, motivated, and passionate people to our team to work with us on this journey.

Why join SiXworks?

SiXworks’ expertise includes Secure-by-Design, cloud computing, advanced network and infrastructure design, rapid application development, cross-security domain systems, multi-tenanted High-Performance Compute, multi-source data platforms, cyber vulnerability mitigation, and intelligence systems. We provide supplier-agnostic, technical, and business consultancy to customers while championing open-source and best-of-breed technologies.

What can we offer in return? 

SiXworks offers a unique work culture around our core principles Agility, Security, Innovation, Quality, Collaboration and Inclusivity. 

Together, these six principles form SiXworks' NORTH STAR, guiding the organisation towards success. This is reflected in the raft of benefits available to all our employees. 

In addition to a competitive salary below are some of our benefits: 

• 25 days annual leave + bank holidays. 


• Private Medical Insurance. 


• Life Assurance Scheme 


• Pension scheme


• Professional Development opportunities.


• Cycle to Work scheme. 


• Perks at Work scheme. 


• Discretionary Bonus scheme.   

A word on UK Security Clearance 

Due to the secure nature of the position and working environment, you must have, or be eligible to obtain Security Clearance. 

More details relating to UK Security Clearance can be found here:  

United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk)
 

SiXworks is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organisation. SiXworks will be the hiring entity.  By proceeding with this application, you understand that SiXworks will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located. More Information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: https://www.ibm.com/privacy