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- Tasks: Lead IT helpdesk transitions and manage daily operations for seamless service delivery.
- Company: Join Staysure Group, an award-winning company transforming the insurance landscape.
- Benefits: Enjoy hybrid work, training opportunities, and a supportive team culture.
- Why this job: Be part of a dynamic team driving innovation in the insurance industry.
- Qualifications: Experience in IT helpdesk management and project management is essential.
- Other info: Diversity is celebrated here; skills matter more than checkboxes.
The predicted salary is between 48000 - 84000 ÂŁ per year.
Information Technology Help Desk Manager
Join to apply for the Information Technology Help Desk Manager role at Staysure Group
Information Technology Help Desk Manager
2 days ago Be among the first 25 applicants
Join to apply for the Information Technology Help Desk Manager role at Staysure Group
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.
Are you ready to join an award-winningbusiness 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 areseeking 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, andgreat benefits.
Please visit our careers site for additional information on our business and benefits Adventure awaits with Staysure Group
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Information Technology Help Desk Manager employer: Staysure Group
Contact Detail:
Staysure Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Help Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on them. Understanding the frameworks will not only help you in interviews but also demonstrate your commitment to quality service management.
✨Tip Number 2
Network with professionals in the insurance and IT sectors. Engaging with individuals who have experience in helpdesk transitions can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Showcase your project management skills by discussing relevant experiences where you successfully managed multiple workstreams. This will highlight your ability to handle the complexities of the transition lifecycle.
✨Tip Number 4
Prepare to discuss your approach to stakeholder engagement. Being able to articulate how you would manage communications and align goals with various parties will set you apart from other candidates.
We think you need these skills to ace Information Technology Help Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT helpdesk management and project management. Use keywords from the job description, such as 'ITIL', 'stakeholder engagement', and 'service desk tools' to catch the employer's attention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific projects or experiences that demonstrate your ability to manage helpdesk transitions and your understanding of IT service management frameworks.
Showcase Your Skills: In your application, clearly outline your skills related to managing IT helpdesks and transitions. Highlight any certifications you have, such as ITIL or project management qualifications, and explain how they relate to the role.
Follow Up: After submitting your application, consider sending a polite follow-up email if you haven't heard back within a week. This shows your enthusiasm for the position and keeps you on their radar.
How to prepare for a job interview at Staysure Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Information Technology Help Desk Manager. Familiarise yourself with key terms like ITIL, service desk tools, and project management methodologies that are mentioned in the job description.
✨Showcase Your Experience
Prepare to discuss your previous experience managing helpdesk transitions and how it aligns with the requirements of the role. Use specific examples to demonstrate your skills in stakeholder engagement and operational management.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's recent digital transformation and how they envision the future of their helpdesk operations. This shows your genuine interest in the role and the company’s direction.
✨Emphasise Adaptability
Highlight your ability to embrace change and manage multiple workstreams effectively. The company is looking for innovators who can drive change, so share examples of how you've successfully adapted to new processes or technologies in the past.