ICT Service Desk Manager

Portishead, City of Bristol
£29,332 - £32,592 per annum (depending on skills and experience)
31 Oct 2018
18 Nov 2018
Full Time
Organisation Type
Housing association / RP

37 hours per week




About the role:


A new opportunity has arisen within the ICT team to lead an established ICT Service Desk. As ICT Service Desk Manager, you will be responsible for owning ICT service management processes, as well as the management, leadership and co-ordination of the ICT Service Desk team supporting all ICT services and providing support for projects.


You will work closely with your team, ensuring that they are meeting and exceeding expectations regarding performance and service delivery according to defined measures, SLA’s and benchmarks.


You will make sure standards and processes are followed to assist with both the delivery and the ongoing support of the digital transformation required by Alliance’s ICT Strategy and Plan A. The ICT Service Desk Manager will be responsible for managing the team which is designed to be the first point of contact for all enquiries.


The successful candidate will be required to review existing procedures and use of the new service desk system to drive efficiencies in the way that we deliver the support service.


About you:


We are seeking a manager with experience of business systems support and development and a high level of computer-based skills including database architecture. The person should be a good communicator and have experience of working in a customer-focused environment.


Naturally, you’ll also be an excellent ambassador, developing strong relationships with colleagues at all levels and key stakeholders with a strong focus on the highest standard of ICT service delivery. You will manage the performance of first, second and third line services & support to ensure that service levels are achieved, and customer expectations are met and exceeded.


About us:


Alliance Homes Group is a community based social housing provider operating in the West of England. We currently own and manage around 6,500 homes and employ 500+ colleagues, have an annual turnover of £42 million and work in partnership with local, regional and national agencies to deliver our services.


Our head office in Portishead is situated by the Marina within easy walking distance to high street shops, coffee bars, restaurants and several supermarkets. The offices are newly refurbished offering a modern ‘agile’ and collaborative working environment.


On top of the standard benefits including 25 days holiday and a generous Pension, we also offer a Healthcare Cash Plan, a Rewards portal with access 100’s of different discounts and Your Alliance Day, an extra day off to say thanks for being part of the team. And this isn’t even all of it!


If you are interested and ready to bring your AGAME, apply today at the top of this page!


Closing date: 18th November 2018

Interview date: Week commencing 26th November 2018


We believe in equality of opportunity and understand the value of a diverse workforce that is representative of our community. We hold the Investors in People Gold Award which recognises how much we support and value our staff. We’re one of only 14% of companies in the South West to achieve this award so we’re really proud of it!