IT Operations Manager / IT Service Desk Manager

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Job Title: IT Operations Manager

Location: Bournemouth

Salary: £50,000 - £55,000 + Bonus + Benefits (Salary dependent on experience)

Job Type: Full Time, Permanent

Vitality is an award winning, dynamic and vibrant health and life insurance provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to the business.

Our Clients core Purpose is to make people healthier and to enhance and protect their lives. From people to products and processes, they aspire to deliver on their purpose in everything they do. They are looking for talented individuals who are committed to living our values and delivering an award winning service to their customers.

Job Purpose

Overall Job Purpose

* You will manage the Service Desk and Desktop Support on site services team and work closely with internal service delivery & third party functions in assuring service stability and improvement.

* The Post holder will be required to develop People, technology and processes in support of the IT maturity model.

Accountabilities

* You will also understand and take ownership in fulfilling the IT Operational & technical commitments supporting our key business services with enhanced focus on desktop and service desk performance for a user base exceeding 1800.

* You will create and foster a dynamic partnership between IT and the wider business community through clarity of communications and pro-active engagement around incidents, problem management and continual service improvement.

* Develop the VitalityAssist (Service desk capability to SDI 5* or equivalent) people, tech and processes

* Run daily Operational readiness calls with Service delivery Managers, Change and Incident Management

* Prioritise work load and focus for the OSS (On-site services team) across all sites

* Manage an asset management service for Vitality - Catalogue equipment with build levels. Ensure end users receive a service/Customer experience review at least once every year

* Influence and ensure the delivery of a world class joiners, movers and leavers process from an IT perspective

* Incident Management - Engage & Guide/support Service delivery managers both internal and third parties in managing fixes to complex problems

* Build and communicate a diary of operational evens. Schedule for the IT Operational teams as appropriate

* Attend the weekly Service Management meetings - Actively representing Operational escalations and priorities

* Ensure IT stock control is managed appropriately across the business - Desktop, mobile & printing services

Skills Required

* Extensive service desk/desktop or specialised IT operational support experience

* Detailed working understanding of desktop and laptop build and support requirements

* Detailed experience in supporting service delivery functions

* Straight to the point and results orientated

* Experience in running or influencing Incident and Problem Management

* Working knowledge and understanding of Continual service improvement lifecycle

* SLM management experience

* Apple product experience including mobile devices

* Microsoft Office Specialist Install and Configure

* MCSA Windows 10

* Desktop Security Training

* Microsoft Office Specialist 2013 & 2016

* Operational and end user focussed

* Ability to prioritise and work under pressure taking ownership of issues

Desirable

* ITIL Version 3 Foundation

* ITIL Operations intermediate or similar

* COMPTIA Security+

* Prince 2 or equivalent

You'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. They think work should be fun and sociable, and they want our people to get the most out of every day.

Their people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.

Please click the APPLY button and CHECK YOUR EMAILS for the link to the careers page to continue your application.

Candidates with experience of; Operations Manager, IT Operations Administrator, Senior IT Operations Administrator, Service Desk Manager, Service Delivery Manager, Operations Manager, Technical Operations Manager, IT Manager, IT Team Leader, Technical Manager, Technical Team Manager, ICT Shared Services Manager, Implementation Manager, Technical Project Lead, ICT Manager, IT Project, Implementation Manager, Transformation Manager will also be considered for this role.