Service Desk Manager in Norwich

Lead a high‑performing service desk, drive continual improvement and play a key role in delivering outstanding IT support for Careline365 customers.

Hours: 37.5 hours per week. Shift Pattern: Flexible hours between Mon‑Sun 8am‑8pm, depending on business needs. Mostly will be Monday to Friday 8.30‑17:00.

Location: Hybrid – Norwich. All hybrid/remote work must be within the UK.

Pre‑Employment Screening: This role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

Benefits:

• 233 hours of holiday rising with continuous service. Includes bank holidays on which you may work.
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more.
• 24/7 employee assistance programme with an easily accessible app.
• Family and friends’ discounts on our services & products.
• Pension scheme, up to 3% company matched.
• Free on‑site parking.

About You: We’re looking for a confident, people‑focused leader with a strong background in service management and a passion for service excellence.

Essential Experience and Skills:

• Proven experience in a Service Desk Manager or similar IT service leadership role.
• Strong working knowledge of ITIL frameworks (ITIL v4 preferred).
• Experience managing SLAs, KPIs and service performance reporting.
• Demonstrated ability to lead, motivate and develop teams in a fast‑paced environment.
• Excellent incident and problem management skills.
• Strong stakeholder engagement, communication and reporting skills.
• ITIL certification (minimum Foundation).

Desirable:

• Experience within local housing, social care, telecare, property management or out‑of‑hours services.
• Broader leadership exposure and the ability to communicate effectively at all levels.
• A strong understanding of IT infrastructure, applications and end‑user environments.
• ITIL certification (expert).
• Bachelor’s degree in Information Technology, Computer Science or related field (or equivalent experience).

Personal Attributes: You’ll bring a customer‑first mindset, a proactive approach and a strong sense of ownership. You’ll be resilient, adaptable and comfortable making decisions in a dynamic environment, with a genuine commitment to continuous improvement.

What You’ll Be Doing: As Service Desk Manager, you’ll be responsible for the day‑to‑day leadership and performance of the service desk, including:

• Leading, mentoring and developing the Service Desk team to deliver excellent external IT support across Careline365 products.
• Overseeing daily operations to ensure tickets are resolved in line with agreed SLAs and KPIs.
• Implementing, managing and continuously improving ITIL‑aligned processes, including Incident, Request Fulfilment, Problem and Knowledge Management.
• Acting as the escalation point for major incidents, ensuring timely resolution and clear communication to stakeholders.
• Monitoring service performance, producing reports and sharing insights with senior management.
• Driving continual service improvement initiatives using data, feedback and industry best practice.
• Maintaining and improving the service catalogue and knowledge base.
• Managing resource planning, scheduling and capacity to meet business demand.
• Collaborating with other IT teams, third‑party suppliers and the wider Careline365 business to ensure joined‑up service delivery.
• Working closely with the Appello Service Desk Manager to maintain consistency across shared services.

Equal Opportunity Statement: We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team on 01425 626337.