IT Service Desk Manager - Harris Federation : Job Details

The founder and sponsor of the Harris Federation, Lord Harris of Peckham, opened our first school in 1990. We have, over the past thirty years, implemented ideas and initiatives that have transformed the opportunities of pupils from working class and disadvantaged backgrounds. Harris academies are widely recognised as a force for social mobility. We are immensely proud of the role that our alumni are now beginning to play in the world and of what we believe our current generation of pupils will go on to achieve.

We now have over 50 schools educating more than 40,000 young people across London and Essex, and employ over 5,000 staff across our academies and head office. With the majority of our academies located in areas of high socioeconomic disadvantage, a high-quality education is key to the futures of the pupils we serve.

As a provider of employment and education, we value the diversity of our staff and students, and all our staff are equally valued and respected. We are committed to providing a fair, equitable and mutually supportive learning and working environment for our students and staff.

Our work will impact many generations to come, and our staff come from all backgrounds and walks of life, coming together to inspire young minds. We promote an inclusive culture that embraces the valuable and enriching contribution that all of our community make. We continue to be proactive in uplifting and supporting all voices at Harris.

To discover more about our culture, ethos and what it is like to work here, visit the Why Work For Us page to learn more.

Your responsibilities will include:

• Monitoring and reporting on service desk performance metrics, KPIs and SLAs
• Manage the continued roll out of our preferred service desk system, ensuring the best possible end user experience
• Ensuring that IT tickets are resolved within the target resolution time, with a focus on reducing time to resolve and increasing rates of first-time fix
• Re-routing or escalating IT support tickets to the appropriate team and work with relevant stakeholders to achieve resolution
• Taking ownership of problem management, including managing communications for any major incidents
• Developing and implementing service desk best practices and standard operating procedures to enhance efficiency and service quality
• Acting as a point of contact for escalations and complex technical issues
• Leading, coaching and mentoring all staff within the Service Desk team
• Working with members of the senior team to drive improvements in resolution time and user experience
• Analysing data to inform problem management and future opportunities for improvement
• Owning the central knowledge base repository for user guides
• Familiarity with the network infrastructure and associated documentation
• Providing out-of-hours support when required to complete project work or other time-critical tasks
• Liaising with vendors, partners, and service providers as appropriate

The role will be based at our head office, five minutes' walk from East Croydon station, but some travel to academies will be required.

We would like to hear from you if you have:

• Excellent spoken and written communication skills
• A can-do attitude and a strong commitment to delivering results
• The ability to self-manage, organise, prioritise and work under pressure
• A demonstrable track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality
• The ability to handle the various pressures and demands associated with this highly customer focused ICT support role
• Good knowledge of Microsoft products, including Office 365 and SharePoint
• The ability to react quickly and effectively to issues and opportunities.
• ITIL Foundation Level qualification.
• Recent experience of working in an IT based Customer Service environment
• Experience of supporting Microsoft and other desktop-related products
• Proven track record in working to strict timescales and of working with staff at all levels
• Experience of delivering small projects, management of scope and customer expectations
• Experience of working within an internal ITIL based Service & Support function

For a full job description and person specification, please download the Job Pack.

If you would like to discuss the opportunity further, or if you have any questions, please contact us via email to arrange a conversation.

Before applying please ensure you download the job pack from our careers website, this will help with completing your application. Please note that we only accept applications submitted online before the closing date.

When applying, you will have the option to import your CV or use a LinkedIn profile which will auto populate the online application. 

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