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SERVICE SUPPORT MANAGER - STOKE ON TRENT

Up to £65,000

Location: Stoke on Trent

5 days a week onsite

Role Overview:

Seeking a Service Support Manager to oversee Incident, Change, Problem Management, and Service Desk Support in Stoke on Trent.

Responsibilities:

• Incident, Change, and Problem Management: Lead the response to IT service incidents, ensuring rapid restoration of services. Oversee the change management process to ensure controlled implementation of changes. Identify and manage the root causes of incidents to prevent future occurrences.

• Service Desk Support: Provide leadership and guidance to the Service Desk team to ensure high-level customer service and effective resolution of user issues.

• Configuration Management: Maintain accurate records of the IT infrastructure and service configurations, collaborating with the IT Asset Management team for asset life cycle management.

• Service Transition: Support the seamless transition of new services into operational use, contributing to planning, execution, and monitoring of transition projects.

• Data Analysis and Reporting: Analyse data and produce reports in line with agreed standards and timelines to provide insights for internal stakeholders.

Requirements:

• Advanced certifications in ITIL or project management preferred.
• Experience in IT service management, preferably in regulated environments.
• Strong understanding of ITIL processes.
• Exceptional leadership and communication skills.
• Ability to manage multiple priorities effectively.
• Needs to either hold a valid DV clearance or be willing to be DV cleared