IT Service Desk Manager

Closing date: 9 July 2019 at 11.30pm

Has your experience of working within an ITIL focused department given you a proven ability to plan activities and staff rotas around a service desk function? Then join Shelter Scotland as an IT Service Desk Manager and you could soon be responsible for delivering an efficient, responsive, technically adept and customer centric service for the whole of our organisation.

A home is a fundamental human need, as essential as education or healthcare. Yet millions of people across Britain struggle on a daily basis with homelessness, bad housing conditions, soaring rents, discrimination and the threat of eviction. So, we are striving for change - with individuals, in communities, across society - and leading the way to a safe home. We need ambitious, best-in-class individuals who are passionate about our cause to join us at this exciting time. This is your chance to play a part in the fundamental change we are striving to achieve.

About the role

Our IT Service Delivery team works to ensure Shelter's software, systems and infrastructure remain available, flexible and secure. Within this team, the IT Service Desk provides a single point of contact for staff offering support, advice and technical escalation. Your challenge will be to manage and enhance the Service Desk function and ensure that user requirements are fulfilled and team members aware of their responsibilities. We'll also rely on you to establish standard operating procedures, monitor and report on approved KPIs and proactively reduce the amount of escalated tickets. In short, your commitment to continual service improvement will see our service desk further evolve and your team provide a consistent customer service.

About you

To succeed, you'll need a proven relevant track record and exceptional problem solving, logical troubleshooting and analytical skills. We'll also be looking for experience of managing teams against KPIs and ensuring metrics and benchmarks are exceeded and standard processes followed correctly. Proactive, commercially aware and completely focused on the needs of your customers, you strive to deliver a prompt, effective and personalised service each and every time. You're also as comfortable collaborating with others as you are leading change in order to improve performance and not afraid to challenge the status quo and introduce new ideas or methods where appropriate.

We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme.

Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help. We're here so no one has to fight bad housing or homelessness on their own.

To find out more about the role and the benefits of working for Shelter please visit our website. Apply to be part of our team and be the change you want to see in society.

Safeguarding is everyone's business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

At Shelter, we welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation. We are facing diverse problems, so need diverse people to tackle them.

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.