Service Desk Manager

It's working as one to deliver an exceptional customer experience 

It’s finding new ways to push things forward. And it’s the pride in leading a team at the heart of a world-famous institution. This is what makes working for the Royal Household so different. 

Our experienced Digital Services team provide remote and deskside support to over 1,000 users of network, software, and hardware related services, across multiple locations.

In this role you’ll oversee the efficient operation and performance of the Digital Services Service Desk.

Key responsibilities:

• You’ll be responsible for the managing the Service Desk team to deliver first- and second-line technical support for all live applications, end user devices and services.
• Leading the Service Desk team, you’ll embed good standards, ensuring incidents and requests are dealt with in good time, and collaborate with other teams to investigate problems and minimise service disruption. 
• Working closely with the Technology Services Manager you’ll monitor and develop services and processes, always with an eye on continuous service improvement.
• You’ll conduct regular reports to help identify trends, repeat incidents and common issues, providing direction and support to improve efficiency, adherence to process and operational requirements.
• You’ll plan and aid technical deployments to enable the organisation to deliver its daily activities.

Essential Criteria

• Experienced in an IT support role or service desk environment you'll have a proven track record in delivering exceptional customer satisfaction, managing complex customer & technical escalations and prioritising multiple calls within a fast-paced reactive environment.  
• You'll hold an ITIL Foundation qualification and possess excellent working knowledge of Incident Management, Request Fulfilment & Change Management. 
• You’ll have excellent technical knowledge of IT systems, networks, hardware and software including MS Excel and other data visualisation tools.
• Excellent leadership skills and collaborative approach will be essential in motivating others to deliver high standards. 
• Your excellent communication skills, coupled with an ability to effectively & confidently liaise with a wide range of people will be important. What's more, with a customer focused approach you're attuned to user needs and possess the ability to explain technical issues in an accessible way. 
• Organised and methodical in your approach to problem solving, you’re able to support the team with complex queries and balance multiple priorities and deadlines within a fast-paced environment. 
• With strong data analysis skills, you’ll be able to interpret performance metrics to drive continuous improvement.

We know that to deliver our best work; we need to feel at our best. That’s why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities. 

• Enjoy 25 days annual leave, rising to 30 days (plus bank holidays) dependent on the length of time you have worked for us.
• Our excellent non-contributory pension plan (we’ll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.
• We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.
• Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.

Find out more about the full range of benefits available to our employees here.