IT Service Desk Manager

About PTSG Ltd

PTSG Ltd is a market leader in specialist services to the construction and FM sectors, delivering safety, compliance, and maintenance solutions nationwide.

With a strong commitment to innovation, customer care, and operational excellence, we are looking for a IT Service Desk Manager to lead and manage the IT service desk team nationally.

As Service Desk Manager you will oversee the day to day operations of the service desk, as well as develop service desk policies and procedures, including incident, problem and change management.

PTSG, backed by private equity, is a rapidly expanding organisation with aspirations for continued growth through ongoing acquisitions. Although the company is structured into 5 separate divisions there are 25 separate operating businesses, which makes the technology and security control landscape complex.

This is a full time, permanent role, working 8am to 5pm Monday to Friday. You will be working on a hybrid basis, with your base office being our open-plan Castleford head office (WF10 5HW), which is just a 5-minute walk from the train station, close to the M62 and A1 and has on-site parking. This role will involve some national travel to our other key office sites from time to time.

What you will be doing:

People Management

• Support, train, guide and mentor the service desk team members
  
  

Service Management

• Work closely with operational support teams to identify, analyse, and resolve any recurring issues.
• Develop, implement and maintain a structured change enablement procedure to manage and control changes within the IT environment
• Lead and facilitate Change Advisory Board (CAB) meetings to ensure proposed changes are thoroughly evaluated and approval before implementation.
  
  

Service Transition

• Develop and maintain procedures for new products and services into operational support.

Oversee and manage the coordination of service transition activities across IT Operations.

Performance Management and Reporting

• Establish and monitor operational level agreements (OLA) and key performance indicators (KPI)
• Develop dashboards and reports to highlight key performance metrics
  
  

Process Improvement

• Develop a process for identifying, managing, and implementing continuous improvement initiatives
• Develop and maintain process documentation, including standard operating procedures, troubleshooting guides, and knowledge base articles.
  
  

Incident Investigation and Response

• Collaborate with the Security Operations Centre (SOC) to monitor and respond to security alerts
• Develop and implement a comprehensive incident management procedure
• Coordinate incident response activities
  
  

We're looking for someone who:

• Possesses excellent communication and presentation skills (verbal and written), with a proven ability to build relationships and influence stakeholders.
• Exhibits strong leadership qualities, and fosters a collaborative and supportive team environment, mentoring team members to achieve their full potential.
• Is capable of managing and resolving conflict in a professional and constructive manner.
• Demonstrates exceptional critical thinking and analytical skills, enabling them to thoroughly assess complex situations, identify underlying issues, and evaluate possible solutions.
• Is organised and methodical in their approach, someone who manages their time well, and can effectively prioritise their tasks and track lots of moving parts.
• Motivated and driven, someone who can successfully deliver at pace and under pressure.
• Previous experience in an IT service desk or technical support role.
• Knowledge of Microsoft Windows, Office 365, Active Directory, and basic networking.
• Familiarity with ITSM ticketing tools (e.g Freshservice or similar).
  
  

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