IT Service Desk Delivery Manager

As the UK s leading dementia research charity, we re determined to stop this from becoming a reality. We re working to revolutionise the way we treat, diagnose and prevent dementia. But we will not stop there. With your support, we will keep going until every person is free from the heartbreak of dementia. We exist for a cure.

The IT Service Desk Manager will play a pivotal role in supporting the IT strategy and operational plans which supports the charity s vision, mission and objectives.

This role will be responsible for ensuring that all IT Support services are successfully delivered across the charity by fulfilling line management responsibilities for all IT support team members, implementation and development of service level agreements (SLA) and Key Performance Indicators (KPI s), implementation of service desk best practices, documentation of support processes, working with Head of IT on the creation and management of policies, monitoring of IT Policy adherence, creation of user facing communications and documentation, root cause analysis, trend analysis, creation and presentation of IT metrics, creation and ownership of a service catalogue, ownership of ticket management and associated processes, ensuring adequate onsite IT presence in our Cambridge office.

Main duties and responsibilities of the role:

Ticket management and ownership

Creation and implementation of SLA s

Responsibility of all tickets ensuring they are actioned in a timely manner in line with SLA s

Ensure ticket progress and closures notes are well documented with troubleshooting and full resolution details

Conduct route cause analysis

Conduct major incident reviews

Feedback to team on ticket trends and common issues occurring

Reporting of any potential security threats

Line management of IT support team members (1st and 2nd line support Analysts)

Policy Management

Creation and adaptions of IT policies subject to Head of IT sign off

Monitoring and championing of IT policy adherence

Documentation

Creation and management of IT support process documentation

Creation of user facing guides, instructions and media to aid service delivery and user education

Creation and management of a service catalogue

Metrics

Creation and sharing of regular IT support metrics with IT management.

Creation, definition and implementation Key Performance Indicators for IT Support team

General

Implementation of ITSM best practices and framework e.g. ITIL

Input into budget planning with Head of IT

Collaboration with System and Security Manager to feed into continuous service improvement

Communication of regular updates regarding key IT Support issues with IT Management

To undertake any other relevant duties and projects delegated by the Head of IT, in line with the responsibilities of the post.

What we are looking for:

Relevant formal qualifications or relevant experience

Experience of managing an IT Support Team

Creating technical documentation to support the organisation

Creating user facing documentation

ITSM best practices

Knowledge of IT support principles and best practice

Experience with Active Directory

Managing and administering IT ticketing systems such as Jira

Experience in the creation and presentation of metrics

Exemplary leadership skills with both practical and short/long term strategic vision; ability to build relationships and inspire confidence and respect at all levels; strong team player

Excellent communicator able to build rapport and demonstrate strong influencing, negotiation skills and decision-making skills; excellent listening skills - receptive to feedback and demonstrates flexibility, curiosity and an ability to learn

Ability to explain complex IT information to all stakeholders

Demonstrates and encourages ownership and responsibility; drive/motivation - has a can-do attitude and is committed to delivering results and strives for continuous improvement

A good blend of strategic and analytical thinking; innovative personality; able to see the bigger picture and set future direction

Strong ethical standards and a high level of personal integrity

Additional Information:

Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.

Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals. This includes when attending the office for various meetings/events.

Our Office: Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD.

Salary: Circa £42,000 per annum, plus benefits

Please download the Vacancy Pack on our website for more information.

The closing date for applications is the 26th January 2025, with interviews likely to be held week commencing the 3rd February 2025. Please indicate in your covering letter if you are unable to attend an interview on a certain date. We would encourage you to submit your application at the earliest opportunity, as on occasion we may have to bring forward the interview date and/or the closing date based on the needs of the business. Although a possibility, this will only happen in exceptional circumstances. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented. Any offer of employment is however subject to you having the right to work in the UK.

As part of our commitment to being an inclusive employer and ensuring fairness and consistency in our selection process, we will handle your CV and application with the utmost confidentiality. While we strive to anonymise your CV where possible, there are certain sections, such as the application question, that cannot be fully anonymised. We kindly ask that you remove any personal information, including your name, when answering the application question. The hiring panel will not have access to your personal details, such as your name and address, until you are invited for an interview. Should you require any adjustments at either the application or interview stage, please contact us via our website.

How to apply: Please create an online account using our Online Recruitment Platform which can be accessed through our Job Vacancies page. You will be able to attach your CV to your application and track the status of your application.

About Alzheimer s Research UK: Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure. Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope.

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer s Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure.

In 2024, we were incredibly proud to be awarded a 3-star accreditation by Best Companies which recognises World Class levels of workplace engagement. This is the second consecutive time; we have been awarded a Best Companies 3-star accreditation.

We were also listed in the prestigious Best Companies lists:

18th in the 100 Best Large Companies to Work For in the UK.

10th in the 50 Best Companies to Work For in the East of England.

2nd in the 30 Best Companies to Work For in the Charity Sector.

In addition, we were also shortlisted for a special award recognising the work undertaken on reducing our environmental impact.

In 2021, we were awarded the HR Management award by The Charity Times for our Wellbeing initiatives throughout the pandemic.

In 2020, we demonstrated our commitment to changing the way we think and act about mental health in the workplace and signed the Time to Change Employer Pledge.

ARUK really does look after its people, where you will be able to add value and make a difference.

To view further details about working for us and the benefits we offer, please visit Alzheimer s Research UK