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For Companies At a Glance
- Tasks: Lead and manage the IT Service Desk to support Premier League Studios' operations.
- Company: Join the Premier League, a global leader in football and media production.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in a fast-paced, creative environment while supporting world-class content delivery.
- Qualifications: Experience in IT service management and strong leadership skills required.
- Other info: Inclusive culture that values diversity and encourages applications from all backgrounds.
The predicted salary is between 48000 - 72000 £ per year.
Contract type: Permanent, full time
Reports to: Head of IT, PLS
Location: London Olympia
Overview
We are seeking an IT Service Desk Manager to take ownership of the IT Service Desk and provide a key business function within Premier League Studios. This role will serve as the Service Desk owner and trusted advisor, ensuring that the Service Desk effectively supports business workflows, both corporate, broadcast and production. An organised and engageable individual, you will work closely with cross-functional teams to provide service desk capabilities that will support a 16 hour a day, 7 day a week operation.
Your core hours will be 9-5pm Mon – Fri and you will play a crucial role in providing all aspects of the business with a shift-based service that provides hands-on support, ticket management, SLA driven escalations and a consistent asset inventory and management system. The service desk should enable all of our teams to work smarter and more efficiently in a creative, fast-moving media environment. This is a unique opportunity to have a real impact on how we deliver world-class content.
The ideal candidate will have strong communication and organisational skills, a solid understanding of fast-paced, SLA driven organisations, preferably with TV Broadcast or Production experience. The ability to collaborate across teams to drive continuous improvement and a robust approach to service desk and ITSM implementation.
Who we are
The Premier League is home to some of the most competitive and compelling football in the world. The League and its Clubs use the power and popularity of the competition to inspire fans, communities and partners in the UK and across the world. The Premier League brings people together from all backgrounds. It is a competition for everyone, everywhere and is available to watch in over 900 million homes in 189 countries.
In November 2024, the Premier League announced it was establishing a new in-house media operations business launching at the start of the 2026/27 Premier League Season. Premier League Studios will be responsible for all international media content production and distribution, providing a best-in-class content service to the Premier League’s partners and millions of passionate fans around the world.
The Premier League is an equal opportunities employer and strives to create an inclusive culture where talent can flourish. We believe in the potential of everyone and open our doors to those who share those values. All appointments will be made based on merit; however, we particularly encourage applications from women, people from minority ethnic communities, LGBTQ+ people and disabled people.
Our hybrid-working model also allows you some variety on your place of work, offering you the chance to work from home on some days each week, where possible. You will be expected to attend the office or site visits in line with our company policy. All staff liaise closely with their line manager to manage their time appropriately and according to their work and team requirements.
The role
- Team Leadership & Management: Lead, mentor, and develop the shift-based service desk support team. Conduct performance appraisals, set objectives, and manage staff development plans. Ensure the team prioritises customer service and maintains high-quality issue and resolution handling.
- Service Delivery & Performance: Manage the day-to-day delivery of IT support services and ensure service targets are met. Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to higher management. Analyse workloads to balance resource availability and maintain service desk coverage.
- Process & Knowledge Management: Develop and implement strategies, standards, and procedures for the service desk that best suit the broadcast facilities operations and teams. Own and manage the service desk's knowledge base to promote consistent issue resolution. Identify and implement continuous improvement activities, including automating service requests where possible.
- User Experience & Stakeholder Communication: Act on end-user feedback to improve the service and overall user experience. Communicate changes and issues to users and other IT teams. Build strong working relationships with other IT, engineering and operational teams.
- Strategy & Tooling: Oversee the service desk tools, website, and knowledge base. Ensure IT systems are fit for purpose and optimised for best practice. Provide technical advice to project teams on existing and emerging ICT services.
- Compliance & Security: Ensure IT support processes comply with data protection laws and industry standards. Implement and oversee cybersecurity best practices within service desk operations.
Requirements for the role
- Proven work experience as an IT Service Desk Manager or similar role
- Technical knowledge of IT systems, networks, and applications
- Experience managing a team in a technical support environment
- Strong problem-solving and decision-making skills
- Excellent communication and leadership skills
- Knowledge of ITIL and other service management frameworks
Our commitment to safeguarding includes implementing robust safer recruitment procedures to assess the suitability of individuals applying for roles that involve work with children and adults who are or may be at risk of harm. For further information, please see our Safeguarding Policy and Safer Recruitment Guidance.
Information Technology Service Desk Manager in Wolverhampton employer: The Premier League
Contact Detail:
The Premier League Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Service Desk Manager in Wolverhampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in IT or media. Attend events, webinars, or even casual meet-ups to get your name out there and learn about potential job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they operate, especially in a fast-paced environment like Premier League Studios. Tailor your responses to show how you can contribute to their goals.
✨Tip Number 3
Showcase your skills through practical examples. When discussing your experience, highlight specific situations where you improved service delivery or resolved issues effectively. This will demonstrate your capability as an IT Service Desk Manager.
✨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 being part of the team at Premier League Studios.
We think you need these skills to ace Information Technology Service Desk Manager in Wolverhampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Desk Manager role. Highlight your experience in managing service desks, your understanding of SLA-driven environments, and any relevant broadcast or production experience. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led teams, improved processes, or enhanced user experiences in previous positions. Let us know what makes you tick!
Show Off Your Communication Skills: As an IT Service Desk Manager, strong communication is key. In your application, demonstrate your ability to communicate effectively with both technical and non-technical stakeholders. We love candidates who can bridge the gap between teams and drive collaboration!
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 keen on joining our team at Premier League Studios!
How to prepare for a job interview at The Premier League
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Since the role requires a solid understanding of service management frameworks, be prepared to discuss how you've applied ITIL principles in past roles and how they can benefit the service desk operations.
✨Showcase Your Leadership Skills
As an IT Service Desk Manager, you'll need to lead and mentor a team. Think of specific examples where you've successfully managed a team, resolved conflicts, or improved team performance. Highlighting these experiences will show that you're ready to take charge.
✨Demonstrate Problem-Solving Prowess
Prepare to discuss real-life scenarios where you've tackled complex IT issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and ability to think on your feet in a fast-paced environment.
✨Engage with Stakeholder Communication
Communication is key in this role, so be ready to talk about how you've effectively communicated with various stakeholders in the past. Share examples of how you've gathered feedback and used it to enhance user experience, as this will resonate well with the interviewers.