It manager Work, Jobs in Washington, Twr (with Salaries)

IT Service Desk Manager
Lookers —Newcastle upon Tyne
- Continuous improvement
- Training & development
- Leadership
- Annual leave
Quick apply
4h
IT Service Desk and Support Manager
Newcastle Building Society —Newcastle upon Tyne
- Full-time
- Hybrid work
- Continuous improvement
- Annual leave
- Employee assistance programme
10d
IT Service Delivery Manager
Newcastle Building Society —Newcastle upon Tyne
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Analytics
- Annual leave
- Employee assistance programme
10d
Team Manager - Operations
The Rudd Group —Wideopen
- £35,000 a year
- Full-time
- Management
- Customer service
- Supervising experience
- Free parking
- Referral programme
Quick apply
10d
IT Manager
Lionweld Kennedy —Middlesbrough
- Full-time
- Training & development
- Communication skills
- Time management
- Free parking
- Employee assistance programme
IT Service Improvement Manager
Newcastle Building Society —Newcastle upon Tyne
- Full-time
- Hybrid work
- Continuous improvement
- Annual leave
- Employee assistance programme
10d
Head of Digital Services (IT)
Middlesbrough College —Middlesbrough
- £53,352 - £62,751 a year
- Call to connect
- Annual leave
- Employee assistance programme
Technical Support Manager
Midea UK —North Shields
- £45,000 a year
- Full-time
- In-person
- Communication skills
- Life insurance
Quick apply
5d
Service Desk Manager
NECSWS —Hartlepool
- Full-time
- Customer service
- Continuous improvement
- Team management
- Annual leave
- Employee assistance programme
Quick apply
IT Asset and Configuration Manager
Newcastle Building Society —Newcastle upon Tyne
- Full-time
- Hybrid work
- Leadership
- Annual leave
- Employee assistance programme
10d
IT Project/Program Manager
Trimble —Newcastle upon Tyne
- Full-time
- Hybrid work
- Bachelor's degree
- No degree
- Organisational skills
4d
Problem Manager
Driver and Vehicle Standards Agency —Newcastle upon Tyne
- £35,663 a year
- Part-time
- Hybrid work
- Analysis skills
- Presentation skills
- Continuous improvement
- Annual leave
- Employee assistance programme
6d
24/7 Major Incident Manager
HM Revenue and Customs —Newcastle upon Tyne
- £45,544 - £49,523 a year
- Weekend availability
- Hybrid work
- Presentation skills
- Continuous improvement
- In-person
5d
Lead Solution Architect
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £56,375 - £62,830 a year
- Part-time
- Presentation skills
- Conflict management
- Mentoring
3h
Incident Manager
Giacom —Prudhoe
- £30,000 - £35,000 a year
- Hybrid work
- SQL
- Continuous improvement
- Agile
- Annual leave
Quick apply
Senior Oracle ERP Service Delivery Manager
Version 1 —Newcastle upon Tyne
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Travel
Quick apply
IT Manager - Integration & Business Intelligence
J Barbour and Sons —South Shields
- Full-time
- Computer Science
- ERP systems
- Bachelor's degree
- Free parking
- Store discount
Quick apply
10d
Lead Technical Support Engineer
Hubbway Limited —Cramlington
- £50,000 - £60,000 a year
- Full-time
- Mechanic experience
- Mentoring
- In-person
- Relocation assistance
Quick apply
6d
Change, Configuration and Release Management Team Manager
NECSWS —Hartlepool
- Full-time
- Customer service
- Continuous improvement
- Team management
- Annual leave
- Employee assistance programme
Quick apply
Service Desk Team Leader
NECSWS —Hartlepool
- Full-time
- Hybrid work
- Customer service
- Team management
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply

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IT Service Desk Manager

Lookers -
Newcastle upon Tyne

Quick apply

Job details

Fixed term contract
4 hours ago

Benefits

Annual leave
Tech scheme
Discounted gym membership

Qualifications

Succession planning
Driving Licence
Dashboard visualisation
IT team management
Stakeholder liaison
IT service management
Employee relations
Performance management
Change management
Continuous improvement
Continuous improvement cycles oversight
Management reporting
Training & development
Information technology team management
Technical roadmaps
Leadership
Help desk

Full job description

About us: We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.

We believe our people are our greatest asset, and we're committed to recognising the valuable contribution each person makes. That's why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Service Desk Manager, Maternity Cover - 15 months FTC.

Purpose of the Role

The Service Desk Manager is responsible for leading the delivery of IT support services across the organisation, ensuring users receive high-quality, efficient, and customer-focused support. The role provides operational leadership for the Service Desk, 2nd Line Support and User Access teams, while driving continual service improvement, process governance, reporting, automation and technology platform development.

The role is accountable for maintaining service performance, developing team capability, ensuring compliance with IT policies and procedures, managing key suppliers, and supporting the successful delivery of business and IT change initiatives.

Key Responsibilities

Service Management

Lead the day-to-day operation of the Service Desk, 2nd Line and User Access functions.
Ensure incidents, service requests and escalations are managed within agreed service levels.
Monitor and improve customer satisfaction and service quality.
Review service performance metrics and identify trends, risks and improvement opportunities.
Act as a senior escalation point for major incidents, customer concerns and service issues.
Ensure effective communication to stakeholders during incidents and service disruptions.

Team Leadership and People Management

Manage Team Leaders and support the development of the Service Desk, 2nd Line and User Access teams.
Conduct performance reviews, coaching sessions and development planning.
Set service expectations, objectives and performance measures.
Drive a culture of accountability, customer service and continuous improvement.
Support recruitment, onboarding and succession planning activities.
Manage employee relations matters in line with company policies.

ITSM and Process Governance

Own and maintain the following IT support processes:

Incident Management
Request Fulfilment
Knowledge Management
Escalation Management

Contribute to and support the organisation's Problem Management, Change Management and Major Incident Management processes, working closely with the relevant process owners to ensure the Service Desk, 2nd Line and User Access teams follow agreed procedures.

Ensure processes are documented, reviewed and followed consistently.
Identify opportunities to improve efficiency through automation and workflow optimisation.
Lead process improvement initiatives arising from audits, service reviews and operational feedback.

ITSM Platform Management

Own the roadmap and continual development of the ITSM platform.
Work with stakeholders to gather requirements and implement new functionality.
Support automation projects and service management improvements.
Ensure the platform supports operational reporting, governance and business requirements.
Manage testing, deployment and adoption of platform enhancements.

Reporting and Service Performance

Produce operational, management and executive-level reporting.
Track service desk demand, ticket trends, service levels and team performance.
Present service performance updates and improvement plans to leadership teams.
Analyse operational data to identify opportunities for cost reduction and service improvement.
Maintain dashboards and reporting frameworks to support decision-making.

Supplier and Vendor Management

Manage relationships with third-party support providers and technology partners.
Monitor supplier performance against agreed service levels.
Coordinate escalations and service reviews with vendors.
Drive accountability and service improvements from external partners.
Support contract and service review activities.

Access Management and Compliance

Oversee user access management processes.
Ensure joiner, mover and leaver activities are completed in line with company policies.
Maintain compliance with audit and security requirements.
Review and improve access management controls and governance processes.

Change and Project Delivery

Support the delivery of business and IT projects.
Coordinate operational readiness for new systems, services and acquisitions.
Develop support models, documentation and transition plans.
Ensure service teams are prepared to support new technologies and processes.

Knowledge and Continuous Improvement

Promote knowledge sharing and documentation standards.
Develop and maintain support procedures and knowledge articles.
Drive initiatives to improve user experience and operational efficiency.
Identify opportunities for automation and self-service capabilities.

Core Benefits:

Competitive salaries with structured pay scales and progression as you grow within the business
Generous annual leave that increases with your length of service
Enhanced family leave, including 6 months' full pay for maternity and adoption leave, and 2 weeks' full pay for paternity leave
Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing:

Eyecare vouchers to help cover vision care needs
Smart Health – 24/7 access to GP services to support your mental and physical wellbeing
Dental insurance for everyday dental care and unexpected treatments
Optional critical illness cover for peace of mind during life's most challenging moments

Financial Wellbeing:

MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
Free will writing services to help plan for the future
Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle:

Discounted gym memberships to support an active lifestyle
Travel insurance to help you explore with confidence
Access to home and technology vouchers
bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.

Quick apply

Refine Your Search

it manager jobs in washington, twr

IT Service Desk Manager

IT Service Desk and Support Manager

IT Service Delivery Manager

Team Manager - Operations

IT Manager

IT Service Improvement Manager

Head of Digital Services (IT)

Technical Support Manager

Service Desk Manager

IT Asset and Configuration Manager

IT Project/Program Manager

Problem Manager

24/7 Major Incident Manager

Lead Solution Architect

Incident Manager

Senior Oracle ERP Service Delivery Manager

IT Manager - Integration & Business Intelligence

Lead Technical Support Engineer

Change, Configuration and Release Management Team Manager

Service Desk Team Leader