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- Tasks: Lead the IT Service Desk and Application Support teams to deliver top-notch support.
- Company: Join a not-for-profit organisation focused on fairness and exceptional service.
- Benefits: Enjoy generous pension contributions, healthcare, and learning opportunities.
- Why this job: Make a real difference in a supportive and flexible work environment.
- Qualifications: Experience in IT Service Management and strong leadership skills required.
- Other info: Dynamic workplace with a focus on employee well-being and development.
The predicted salary is between 36000 - 60000 £ per year.
About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We’re a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you’ll be doing:
- Responsible for overseeing the day-to-day operations of the IT Service Desk and IT Application Support teams, ensuring the delivery of high-quality first-line and second line support to all users across the organisation.
- The manager leads a team of Application Support engineers and Service Desk Analysts ensuring the stability, performance and usability of business-critical applications and services, coordinating with internal stakeholders and working closely with third-party vendors.
- Manage the daily operations of the IT Service Desk, ensuring efficient handling of incidents, service requests, and queries.
- Ensure consistent application of ITIL processes such as Incident Management, Asset Management, Request Fulfilment, and Problem Management.
- Act as an escalation point for complex or high-impact application issues.
- Ensure root cause analysis is conducted for recurring problems and that permanent fixes are implemented.
- Support internal and external audits by providing evidence and documentation as required.
- Lead, mentor, and develop team to deliver exceptional support.
- Engage in annual financial planning cycle and ensure delivery within allocated budget.
What we’re looking for:
- Proven experience managing an IT Service Desk on similar support function.
- Proven ITIL Service Management exposure.
- Experience with ITSM Tools (e.g. ServiceNow).
- Strong leadership, communication, and stakeholder management skills.
- Familiarity with ISO27001 compliance and audit requirements.
- Proactive and adaptable, with a continuous improvement mindset.
- Knowledge of Microsoft 365, Active Directory, and common enterprise applications.
What you can expect from us:
- Generous pension contributions with an employer contribution of up to 14%.
- Real living wage.
- Income protection, critical illness cover & death in service insurance.
- Employee healthcare.
- Parental and adoption leave.
- Learning & development opportunities and study support.
- Travel season ticket loans.
- Subsidised restaurant in our Crawley office.
- Volunteering days and charity payroll giving.
- Onsite gym.
- Ride-to-Work scheme.
- Social clubs and events.
Disability Statement: People’s Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People’s Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.
Perks: Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People’s Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.
IT Service Support Manager in Crawley employer: The People’s Pension
Contact Detail:
The People’s Pension Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Support Manager in Crawley
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at People’s Partnership or similar organisations. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching common IT Service Desk scenarios. Think about how you’d handle incidents or manage a team under pressure. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your leadership style! Be ready to discuss how you’ve mentored teams in the past and how you plan to develop your future team at People’s Partnership. We love a proactive approach!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our fantastic team.
We think you need these skills to ace IT Service Support Manager in Crawley
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Support Manager role. Highlight your experience with ITIL processes and managing IT Service Desks, as these are key for us. Use specific examples that showcase your leadership and problem-solving skills.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for providing exceptional service and how you align with our values of fairness and simplicity. Don’t forget to mention your experience with ITSM tools like ServiceNow!
Showcase Your Team Leadership Skills: We’re looking for someone who can lead and mentor a team. In your application, give examples of how you've developed your team in the past and how you plan to do the same with us. This will show us you’re the right fit for our culture.
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 don’t miss out on any important updates. Plus, it shows you’re keen to join our fantastic team!
How to prepare for a job interview at The People’s Pension
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL processes, especially Incident Management and Problem Management. Be ready to discuss how you've applied these in previous roles, as this will show your understanding of the framework and its importance in delivering high-quality support.
✨Showcase Your Leadership Skills
As an IT Service Support Manager, you'll be leading a team. Prepare examples of how you've mentored or developed team members in the past. Highlight your communication style and how you engage with stakeholders to ensure everyone is on the same page.
✨Familiarise Yourself with Their Tools
If you have experience with ITSM tools like ServiceNow, make sure to mention it! If not, do a bit of research on common features and functionalities. This shows you're proactive and willing to learn, which is a big plus for any employer.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific situations, like a major incident affecting multiple users. Think through your approach to root cause analysis and how you would implement permanent fixes. This will demonstrate your problem-solving skills and adaptability.
