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- Tasks: Lead the transition of IT support services and manage daily helpdesk operations.
- Company: Join Staysure Group, an award-winning business reshaping the insurance landscape.
- Benefits: Hybrid work model, competitive salary, and opportunities for training and development.
- Why this job: Be part of a dynamic team driving innovation in the insurance industry.
- Qualifications: Experience in managing helpdesk transitions and strong IT service management skills.
- Other info: Diverse team culture that values skills over checkboxes.
The predicted salary is between 30000 - 50000 ÂŁ per year.
Join to apply for the Help Desk Manager – 9 month FTC role at Staysure Group
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Join to apply for the Help Desk Manager – 9 month FTC role at Staysure Group
Salary: up to ÂŁ50,000 DOE
Contract: 9 month FTC
Work Life Balance: Hybrid, 3 days a week in Northampton
️ Candidate Journey: Our goal is to reply to applications within 3 working days. Additionally, we make sure to acknowledge, evaluate, and respond to all applications as a way of showing our appreciation for your time and effort in applying to us.
Interview Process:
- 30 minute call with a member of the recruitment team
- 1st Stage Interview – up to 30 minutes with the Hiring Manager to discuss the role in further detail
- 2nd Stage Interview – Brief presentation and competency based questions with the Hiring Manager + 1 other.
Are you ready to join an award-winning business that is reshaping the insurance landscape? Our organisation has transformed the way customers interact with insurers, establishing a benchmark for exceptional service. With our recent digital transformation, we are eager to find passionate and motivated individuals to join us on our journey to success.
We firmly believe that attracting and developing talented professionals is essential for our ongoing growth and success. By investing in our team, we create an environment where innovation thrives and opportunities abound.
Our aim is to innovate, dominate and disrupt niche insurance on a global scale, which means we are seeking innovators and individuals who embrace change with ease. Together, we can drive change and make a significant impact in the industry.
The Role:
The Helpdesk Transition Manager is responsible for the end-to-end planning, coordination, and execution of transitioning IT support services (e.g., helpdesk operations) from one location or delivery model to another. The role ensures minimal disruption to business operations, seamless knowledge transfer, and alignment with service quality expectations. The job holder will also manage IT Helpdesk day to day operations during the transitional period and beyond.
What will you do?
Project Management:
- Lead and manage all phases of the helpdesk transition lifecycle—from initiation to post-implementation review.
- Develop and maintain transition project plans, timelines, resource allocations, and risk registers
Stakeholder Management:
- Engage with internal stakeholders, 3rd party providers, and senior leadership to ensure alignment on transition goals.
- Act as the primary point of contact for all transition-related communications.
Service Design & Readiness:
- Ensure the target operating model for the helpdesk is clearly defined and fit for purpose.
- Define and validate SLAs, KPIs, escalation paths, and support processes in alignment with ITIL best practices.
Knowledge & Process Transfer:
- Oversee the documentation and transfer of existing knowledge, workflows, and technical procedures to the incoming team/provider.
- Ensure adequate training and shadowing are completed to meet operational readiness.
Quality & Compliance:
- Ensure the transitioned service meets agreed performance and quality standards.
- Align the helpdesk function with organizational compliance, security, and data protection requirements
Post-Transition Support:
- Manage early life support (ELS) and hypercare activities to stabilize operations post-go-live.
- Conduct lessons learned and continuous improvement reviews.
Operational Management:
- Day to day management of an Internal IT Helpdesk
- Point of Escalation for all 1st and 2nd line IT queries inc weekends.
- Produce weekly, monthly and quarterly Service Reporting
- Man management and personal development of 2nd line Helpdesk engineers
Essentials:
- Proven experience managing service or helpdesk transitions in medium-to-large IT environments.
- Management of IT Helpdesk
- Strong understanding of IT service management (ITSM) frameworks, particularly ITIL v3/v4.
- Excellent stakeholder engagement and vendor management skills.
- Experience with service desk tools (e.g., ServiceNow, Freshservice, Jira Service Management).
- Demonstrable project management experience, with the ability to handle multiple concurrent workstreams.
Bonus skills you may pack in your suitcase:
- Experience within the insurance industry (if you’ve worked in travel, even better!) or similar sector experience, although an eagerness to improve your knowledge of our industry will bode well.
- ITIL Foundation or higher certification.
- PRINCE2 / PMP or similar project management certification.
- Experience with outsourcing or offshoring IT support services.
- Familiarity with change management methodologies
We’re assembling a diverse team, where skills, not checkboxes, reign supreme, regardless of race, religion, sex, sexual orientation, gender identity or disability.
Staysure Group welcomes all new starters with open arms, providing training, development opportunities, and great benefits.
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Help Desk Manager - 6 month FTC employer: Staysure Group
Contact Detail:
Staysure Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Manager - 6 month FTC
✨Tip Number 1
Get to know the company! Research Staysure Group and understand their values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for the interview by rehearsing common questions and your responses. Think about your past experiences and how they relate to the Help Desk Manager role. We want you to feel confident and ready to impress!
✨Tip Number 3
Showcase your skills! During the interview, don’t just talk about your experience—demonstrate it. Use specific examples from your past roles to highlight your project management and stakeholder engagement skills. This is your chance to shine!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Help Desk Manager - 6 month FTC
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Help Desk Manager role. Highlight your relevant experience in managing IT helpdesk transitions and any project management skills that align with what we're looking for.
Showcase Your Skills: Don’t just list your skills—demonstrate them! Use specific examples from your past experiences that showcase your stakeholder engagement and vendor management abilities. We want to see how you’ve made an impact!
Be Clear and Concise: Keep your application clear and to the point. Avoid jargon unless it’s relevant to the role. We appreciate straightforward communication, so make sure your passion for the role shines through without unnecessary fluff.
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, we aim to respond within 3 working days, so you won’t be left hanging!
How to prepare for a job interview at Staysure Group
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of a Help Desk Manager. Brush up on IT service management frameworks like ITIL and be ready to discuss your experience with helpdesk transitions and project management.
✨Engage with Stakeholders
Since stakeholder management is crucial for this role, prepare examples of how you've successfully engaged with different stakeholders in past projects. Think about how you can demonstrate your communication skills and ability to align goals.
✨Showcase Your Problem-Solving Skills
Be ready to tackle competency-based questions that assess your problem-solving abilities. Prepare scenarios where you’ve managed challenges during transitions or improved service delivery, highlighting your analytical thinking.
✨Prepare for the Presentation
For the second stage interview, you'll need to deliver a brief presentation. Choose a relevant topic related to helpdesk operations or transition management, and practice it beforehand. Make sure to keep it engaging and concise!