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- Tasks: Lead a multicultural Service Desk team and manage IT incidents for Transport for London.
- Company: Join Indra, a global leader in technology and consulting with a focus on innovation.
- Benefits: Enjoy 25 days holiday plus 8 days, competitive salary, and professional growth opportunities.
- Why this job: Make a real impact in IT operations while working with cutting-edge technology.
- Qualifications: Bachelor's degree in IT or related field and extensive experience in service management.
- Other info: Dynamic role with opportunities for continuous improvement and career advancement.
The predicted salary is between 48000 - 72000 £ per year.
Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait.
As the technological partner for its customers' key operations, Indra is at the core of their business, guided by four values:
- Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enable us to drive a safer, more connected future through technology.
- Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.
- Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers' needs, supporting them on the path to a better future.
- Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.
The Service Desk Manager plays a pivotal role in IT Infrastructure Operations. Key duties include:
- Service Desk Incident Management - Ownership of the end-to-end lifecycle of incidents, service requests and system faults, ensuring outstanding service quality, SLA compliance and continuous improvement.
- Team Leadership Development - Build, motivate and coach a high-performing, multicultural Service Desk team.
- Stakeholder Engagement Reporting - Serve as the primary operational contact for TfL, providing regular performance reporting and contributing to governance forums.
- Continuous Improvement Transformation - Lead initiatives in process optimisation, automation and self-service to elevate end-user experience.
This is a senior leadership role requiring a strong ITIL-based service management background, proven people leadership, and demonstrable success in high-volume, time-critical IT operations.
Requirements
- Education: Bachelor's degree (or equivalent) in Computer Science, Engineering, IT Management or a related discipline. ITIL v3 or ITIL 4 Foundation (minimum); Intermediate/Managing Professional preferred.
- Experience: Extensive experience in IT Service Management, with at least 5 years in a Service Desk Manager role. Proven track record running large-scale Service Desk operations (500+ users, high-volume ticketing).
- Personal Attributes: Strong leadership and team-building capability with a hands-on, problem-solving mindset. Composed under pressure and effective in mission-critical settings. Excellent communication and stakeholder-management skills. Results-driven, proactive and committed to continuous improvement.
Benefits
Holidays: 25 days per annum + 8 days
Service Desk Manager in Stockton-on-Tees employer: Indra UK
Contact Detail:
Indra UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Stockton-on-Tees
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Manager role.
✨Tip Number 2
Prepare for the interview by researching Indra and its values. We want to see how you can align with their focus on innovation and trust. Show them you’re not just another candidate, but someone who truly gets their mission!
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We recommend structuring your responses around Situation, Task, Action, and Result to clearly demonstrate your experience in IT Service Management.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance of getting noticed!
We think you need these skills to ace Service Desk Manager in Stockton-on-Tees
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Manager role. Highlight your ITIL experience and any leadership roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you the perfect fit. We love seeing genuine enthusiasm!
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to manage high-volume operations. Numbers speak volumes, so don’t shy away from sharing metrics that show your impact!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Indra UK
✨Know Your ITIL Inside Out
Since this role heavily relies on ITIL principles, make sure you brush up on your ITIL v3 or ITIL 4 knowledge. Be prepared to discuss how you've applied these frameworks in past roles, especially in managing service desk operations.
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate strong leadership capabilities. Think of specific examples where you've built and motivated a team, handled conflicts, or driven performance improvements. This will show that you're not just a manager, but a leader.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like handling major incidents or improving service delivery. Practice articulating your thought process and decision-making skills in these scenarios to showcase your problem-solving mindset.
✨Engage with Stakeholder Management
This role involves significant interaction with stakeholders, so be ready to discuss your experience in this area. Prepare examples of how you've effectively communicated with different teams and managed expectations, particularly in high-pressure environments.