IT Service Desk Manager

Company Description

At Radius, we provide best in class fleet and connectivity solutions to businesses of all sizes.

Our mission is to help businesses adapt to the future by building solutions for a more sustainable, connected future.

Our comprehensive portfolio of solutions includes fuel cards, telematics, telecoms, insurance, vehicle leasing, EV charging, business energy, and expense management.

We are proud to have over 400,000 customers worldwide, over 50 offices across 5 continents, and over 2,800 talented Radius colleagues.

We've achieved big things already, but we're just getting started.

This is where you come in...

Job Description

The role of IT Service Desk Manager is important to us.

You will be responsible for managing our internal IT Service Desk team and working with our Head of IT Support and IT Service Delivery Manager to support the overall delivery of IT support across the Radius group.

Working closely to ITIL best practices, our IT Service desk team provides a vital front-line service to Radius colleagues across the group. The tech stack here is varied, but we are largely a Microsoft environment.

There are 10 people in the team currently, split between Service Desk Analysts and Service Desk Administrators.

This is an office-based role, located Monday to Friday from our head office site in Crewe, Cheshire.

It’s an excellent working space, complete with onsite gym, changing facilities, café, and breakout areas.

Your Responsibilities Will Include...

• Ensuring that all support faults and requests received into the IT Service Desk are answered and responded to within agreed timelines.
• Managing, mentoring, and supporting members of the Service Desk team and working with the Head of IT Support to develop and maintain staff succession plans, ensuring mentoring and development opportunities are made and progressed where appropriate.
• Creating an atmosphere of collaboration within the Service Desk team that emphasises teamwork, accountability and a focus on the customer.
• Working with the Head of IT Support to define support initiatives and solutions for improving service efficiency and effectiveness.
• Ensuring that support requests are appropriately prioritised and allocated to the relevant technical support team/s.
• Acting as an initial point of escalation for the IT Service Desk. Taking ownership of requests and faults escalated.
• Analysing call logs to spot trends and underlying issues.
• Working closely with the Service Delivery Manager to identify and implement Service Desk process optimisation opportunities and improved levels of IT service.
• Keeping internal customers informed of any IT related issues that might impact their teams.
  
  

Qualifications

We are looking for someone who already has team management experience in an IT Service Desk / IT Helpdesk environment.

In Addition, We'll Be Looking For You To Demonstrate

• Experience working on an IT Service Desk that recognises and adopts ITIL best practice.
• Experience in customer service and/or administrative excellence in an IT or business environment.
• Eagerness to learn and passion for IT support, with the desire to succeed in a rapidly changing environment.
• Excellent written and verbal communication skills.
• Familiarity with Service Desk ticketing systems.
• Strong people management skills – ability to build and develop a highly competent team of technical staff with a service orientation.
• Ability to manage customer expectations and SLA’s and prioritise conflicting requirements.
• Ability to drive performance in technical and operational groups through the development of process, policy, procedure and guidelines.
• Ability to plan and direct IT efforts to improve operational efficiency and service delivery.
  
  

Additional Information

Your impact on Radius will be rewarded with the opportunity to develop and progress your career in many directions.

You’ll also have access to our competitive reward and benefits package, which includes:

• Pension
• Life assurance
• Employee fuel card scheme
• Electric Vehicle scheme
• Employee assistance programme
• Wellness and healthcare assistance via ‘Help@Hand’ by Unum
• ‘Cycle to work’ scheme
• Free breakfast daily in the office
  
  

And of course, you will be part of a modern purpose-built space in Crewe that will provide you with an outstanding working environment complete with gym, café, games rooms, and more!

Still Curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via [email protected].

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note To Recruitment Agencies

We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.

PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.