ITIL Information Services / Service Desk Manager - National Charity

Additional Resources
Cardiff (Caerdydd)
01 Feb 2018
21 Feb 2018
Contract Type
Full Time
ITIL Information Services / Service Desk Manager - National Charity
St Mellons, Cardiff CF3
£44,000pa permanent

We currently have an exciting opportunity for an experienced Information Services Manager to join a National Charity based in the St Mellons area of Cardiff. This is a newly formed role for the area and a great opportunity to join the organisation at a time of change whilst they relocate the Services function out of London to Wales. You will report directly to the Assistant Director Technology.


You will be responsible for the day to day management and delivery of the Technology services for the Service Desk, working with the Infrastructure Team Leader to ensure infrastructure is running to optimum performance, and faults are resolved within Service or Operational Level Agreement parameters. Ensuring at all times that projects are scoped correctly and delivered on time, including Change Management for Technology services. You will provide leadership to the Infrastructure (4) and Service Desk (4) teams on a daily basis.

Skills & Experience

We are looking for individuals who are able to offer solid management experience of technical teams, managing complex networks and telephony platforms including Skype for Business, Microsoft Server environment within an ITIL framework. You will have large scale IT project management experience utilising tools such as Prince 2 or Agile. The technical environment consists of (so hands on experience would be strongly preferred):

- Windows Server (Apply online only), AD, Exchange 2010, SharePoint 2007, Microsoft Dynamics CRM OWA
- Citrix VDI including XenApp and XenDesktop
- Networks (LAN, WAN, VPN, etc.) incl. switches, routers and firewalls
- Lync 2013 or Skype for Business Enterprise
- MS Windows 7/8/10 & MS Office 2010/2013 Professional, OWA and SCCM
- ITSM tools (Track-IT) in an ITIL environment
- Ability to multitask across multiple incidents, be organised and have a keen eye for detail


- Ensure incident, problems and service request are delivered within Service and Operational Level Agreement parameters
- Infrastructure necessary for BAU is available 99.9% of the time
- Software Licence Compliance 99.9% of the time
- Manage multiple complex budgets accurately and effectively and report against financial key performance indicators

You will have solid interpersonal and customer service skills in addition to excellent communications skills, both verbally and written, able to sift detail for key customer-relevant information and communicate complex and / or technical information simply and effectively. You must be able to manage your own and team members` time effectively, and manage conflicting priorities to meet internal and external customer priorities, in a fast-paced environment.

We are looking for someone who is not afraid to give a commitment to get the job done as this may, on occasions require unsocial hours of work in addition to participation on an Emergency on call rota with potential nationwide travel as required.

Due to the nature of the charity you must be able to pass DBS police checks or have already obtained security clearance previously.

Whilst we attempt to respond to all candidates within 3 days, if you haven`t heard from us within this period please conclude that your application has been unsuccessful. We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.

Key Words: Service Desk Manager, Information Services Manager, Infrastructure Manager, Manager, Project Manager, ITIL, Prince 2, Agile, Skype, Windows, Server, SLA, OLA, Support Manager, IS Manager, Helpdesk Manager, ITSM

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