At a Glance
- 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, private medical insurance, and flexible working options.
- Other info: Be part of a collaborative culture that values continuous improvement and professional growth.
- Why this job: Make a real impact in a dynamic environment while driving service excellence.
- Qualifications: 5+ years in Service Desk management with strong ITIL knowledge required.
The predicted salary is between 50000 - 60000 £ 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, and Indra’s four values guide everything we do:
- 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.
As we continue to enjoy an exciting period of growth in the UK, we are looking for additional resources to support us with our recent contract win with Transport for London. 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. Oversee Major Incident Management and act as the escalation point for business-critical disruptions. Ensure accurate documentation, robust root-cause analysis and proactive Problem Management.
- Team Leadership & Development - Build, motivate and coach a high-performing, multicultural Service Desk team. Drive effective resource planning, knowledge sharing, succession planning and skills development.
- Stakeholder Engagement & Reporting - Serve as the primary operational contact for TfL, providing regular performance reporting and contributing to governance forums. Collaborate with internal teams, third-party suppliers and senior stakeholders to ensure seamless, end-to-end service delivery.
- Continuous Improvement & Transformation - Lead initiatives in process optimisation, automation and self-service to elevate end-user experience. Champion Lean IT and ITIL best practice to enhance service excellence and operational efficiency.
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 & Professional Qualifications - 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. Desirable: Lean IT, Six Sigma, or Project Management certification (PRINCE2/PMP).
- Experience - At least 5 years of experience in a Service Desk Manager role. Proven track record running large-scale Service Desk operations (500+ users, high-volume ticketing). Advantageous: experience within transport, public sector or critical-infrastructure contracts.
- 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 bank holidays (options to buy/sell days)
- Pension – 4% employee and 4% employer
- Private medical insurance (including dental & optical)
- Life assurance
- Income protection
- Employee assistance programs
- Flexible/remote working options
- Charitable initiatives
- Social events (formal & informal)
- Learning and development programs
- Innovative & collaborative work environment
Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.
Service Desk Manager in Stockton-on-Tees employer: Indra
Indra is an exceptional employer, offering a dynamic and innovative work environment that fosters professional growth and collaboration. With a strong commitment to employee development, competitive benefits including private medical insurance and flexible working options, and a focus on continuous improvement, Indra empowers its Service Desk Managers to lead high-performing teams while contributing to meaningful projects in the transport sector. Join us in shaping a safer, more connected future through technology.
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 in the industry, attend relevant events, and don’t be shy about asking for introductions. 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 those interviews by researching Indra and its values. Understand their focus on innovation, trust, connection, and foresight. We want to see how you can align with these principles and bring them to life in your role as a Service Desk Manager.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss your experience in building and motivating teams. We’re looking for someone who can drive performance and foster a culture of continuous improvement, so have some examples up your sleeve.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make this happen!
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 experience in ITIL-based service management and any leadership roles you've held. We want to see how your skills align with our values of innovation, trust, connection, and foresight.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how you can contribute to our mission at Indra. Be sure to mention specific experiences that demonstrate your problem-solving mindset and team leadership capabilities.
Showcase Your Achievements:When detailing your work history, focus on achievements rather than just responsibilities. Quantify your successes where possible, like improving SLA compliance or leading a successful project. This helps us see the impact you've made in previous roles.
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 shows us you’re proactive and keen to join our team!
How to prepare for a job interview at Indra
✨Know Your ITIL Inside Out
As a Service Desk Manager, you'll need to demonstrate a solid understanding of ITIL principles. Brush up on your ITIL v3 or ITIL 4 knowledge and be ready to discuss how you've applied these frameworks in past roles. Real-life examples will show that you can translate theory into practice.
✨Showcase Your Leadership Skills
This role requires strong leadership capabilities, so prepare to share specific instances where you've built and motivated a team. Think about challenges you've faced and how you turned them into opportunities for growth. Highlight your hands-on approach and problem-solving mindset.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle high-pressure situations, especially regarding major incidents. Prepare scenarios where you've successfully managed critical disruptions, ensuring you detail your thought process and the outcomes. This will showcase your composure and effectiveness under pressure.
✨Understand Indra's Values
Familiarise yourself with Indra's core values: Innovation, Trust, Connection, and Foresight. Be ready to discuss how these values resonate with your own work ethic and how you can embody them in the Service Desk Manager role. This alignment will demonstrate your commitment to the company's mission.
