We have an exciting chance for you to join South Yorkshire Housing Association as our new IT Service Desk Manager role within the team. The successful candidate will lead a team within the helpdesk function and will be instrumental in implementing our IT plan. We’ve got a number of exiting projects coming up which you will be involved in, such as our next phase of our ITSM tool rollout, establishing change management, implementing key ITSM processes, along with reviewing our recent health check and looking at ways we can improve our service.

For our perfect candidate we are offering a flexible role, working in a caring and friendly team, with a great package of benefits.

Job Description

• Salary – 5B £40,760 per annum, pro rata
• Working hours – 37 Hours Monday to Friday Flexible working – Hybrid 50/50 working form office and home

• 5% pension contribution
• Benefits which include an excellent flexible working scheme, family friendly perks, wellbeing scheme, discounts scheme
• Access to a wide range of programs to train and develop you
• Office – 152 Rockingham Street, Sheffield, S1 4EB

More about the role:

This role will report directly to the Infrastructure Manager and will work closely with them to shape the team and implement the IT plan.

You will be responsible for:

• Managing the IT service desk and providing remote and onsite support for various IT services and equipment.
• Creating, implementing, and monitoring best-practice processes for the IT services, covering software, hardware, mobile devices, AV equipment, photocopiers, network, infrastructure, and core business systems.
• Managing the IT Service Management tool and ensuring that all IT processes within it are accurate and up to date.
• Turning business requirements and department objectives into KPIs and SLAs and analyzing and reporting on performance data and trends.
• Leading stakeholder management and communication, and keeping customers informed of all elements of IT service delivery.

Who you are:

• Management experience, within an IT service desk management.
• Strong knowledge and experience in IT service management frameworks and best practices, such as ITIL.
• Excellent data analysis and reporting skills, with the ability to use various tools and methods to measure and improve the service desk performance and quality.
• Strong leadership and communication skills, with the ability to manage, motivate, and coach a diverse team of service desk staff.
• Excellent problem-solving and decision-making skills, with the ability to troubleshoot and resolve complex IT issues and escalate them when necessary.
• Strong customer service and stakeholder management skills, with the ability to build and maintain positive and professional relationships.
• A proactive and innovative mindset, with the ability to stay updated on the latest IT trends and technologies and suggest new solutions to enhance the IT service delivery.
• Have a solid technical background, covering areas such as hardware, software, networking, cybersecurity, cloud (O365), and telephony.

Who we are:

At South Yorkshire Housing Association, our purpose is for our customers to settle at home, live well and realise their potential.

Feeling settled and living well means different things to the people and families that live across South Yorkshire. So, we work with people in different ways – from our extra-care housing, to providing services and opportunities that individuals can access in their home, workplace and community, to creating houses for affordable rent.

Our employees enable us to create the best services, support, and experiences for our customers. We believe that difference makes us better, and that our services are made stronger by having a diverse workforce. We encourage and welcome applications from all backgrounds.

Please note that we may remove this advert prior to the advertised date, dependent on the level of response received. Please apply at your earliest convenience.

Closing Date: 27th August 2024 at midnight

Interview Date: 4th September 2024