IT Service Desk Manager
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About us
Procentia is an award-winning software and technology company specialising in the Pensions and Bulk Purchase Annuities market. We design intelligent solutions that put administrators and members at the heart of any pension scheme.
Established in 2002, we’re renowned for our web-based pensions administration and management system, IntelliPen. Our platform helps clients meet the demand for self-serve technology and provide meaningful consumer-like experiences expected from online platforms.
Trusted by administrators, employers and trustees, our software is widely regarded as the most comprehensive and feature-rich platform for modern pensions management.
IntelliPen comprises a suite of integrated modular systems that streamline processes from new member registration to online self-serve retirement, and enables collaboration on the same workflows. It delivers up to 90% time and cost efficiencies by automating member retirements, validation, benefit calculations, reporting and pensioner payroll.
With offices in the UK and North America, we support some of the largest pension schemes and plans across the private and public sectors.
We've been named 'Pension Technology Firm of the Year 2024' at the Pensions Age Awards, and voted ‘No.1 UK Pension Administration Software Provider’ in 2022 and 2023.
Procentia People are a community of passionate specialists dedicated to developing best-in-class software solutions and client service. We’re a vibrant assortment, everyone is welcome here.
We’re proud of our welcoming and open culture, and our Values. They’re not just words on paper – we’re dedicated to living them every day
The job:
The IT Service Desk Manager is responsible for the end-to-end operation of the IT Service Desk, providing high‑quality, consistent support to both Procentia staff and Procentia’s clients, including the infrastructure and services delivered on their behalf.
The role has accountability for the delivery, performance, and continuous improvement of client-facing IT support services, ensuring that incidents, service requests, and problems impacting client environments are managed effectively, in line with agreed service levels, contractual obligations, and operational best practice.
Alongside client service delivery, the role ensures that internal IT support services enable staff to work effectively and securely, maintaining service quality, responsiveness, and appropriate prioritisation across all users of the service desk.
Here's what you'll be doing:
·Service Desk Operations
· Lead and manage the day‑to‑day operation of the IT Service Desk, ensuring high‑quality support for clients and internal users.
· Ensure incidents, service requests, and problems are logged, prioritised, and resolved effectively using Zendesk.
Release Management & Change Governance
· Own the release management backlog, ensuring all release activity is planned, prioritised, tracked, and delivered.
Team Leadership & Backlog Ownership
· Line manage and develop service desk and release- focused staff, providing clear direction, coaching, and performance management.
Key skills and experience:
· Strong leadership capability with experience managing operational IT teams.
· Leadership‑leaning approach with sufficient hands‑on credibility to support the team during critical incidents or releases.
· Strong analytical and problem-solving skills, with a focus on finding efficient and effective solutions to IT issues.
· Client‑focused mindset with experience supporting live, client‑critical environments.
Desirable Skills:
· ITIL Foundation or above.
· Experience working with Microsoft Azure, including Azure-native components.
· Familiarity with Microsoft SQL Server and IIS.
· Experience using Zendesk for service management.
· Experience working with Azure DevOps (ADO) to track development and release activity.
Lets talk about what's in it for you...
· 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
· Buying and Selling holiday (up to 1 week)
· Volunteer day
· 5% Employer contribution pension
· Life Assurance
· Private Medical Insurance
· Employee Assistance Programme (EAP)
· Health care cash plan
· Tusker – Electric Car Leasing scheme
Don’t meet every requirement?
We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.