IT Service Desk Manager

Job Introduction

*At Saga we work flexibly which means our colleagues have autonomy over where they work – at home or hybrid. This role has a small hybrid element which means that our team come together when we need to collaborate*

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

And right now, we are looking for an IT Service Desk Manager to lead a team of IT professionals providing technical support to colleagues. You will develop and implement efficient workflows and processes to ensure all requests are addressed promptly and issues are resolved. Your work will improve the maturity of the Service Desk by implementing a process of continual service improvement.

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.

Role Responsibility

• Lead the day-to-day operations of the IT Service Desk, including the management of colleagues, the development and implementation of processes and procedures, and the monitoring of performance.
• Ensure that the IT Service Desk meets the needs of Saga colleagues, and that it is aligned with the Saga IT strategy.
• Develop and implement the IT Service Desk's processes and procedures, in line with ITIL best practice. 
• Lead the IT Service Desk colleagues, including recruitment, training, and performance management.
• Evolve the maturity and performance of the IT Service Desk and identify and implement significant improvements focusing on Incident, Problem, Change, and Service Request Management.
• Liaise with other departments within the Saga, to ensure that the IT Service Desk is providing an excellent level of support.
• Identifying, reporting, and escalating risk events, including conduct risk events and conflicts of interest, and recording of these in the company’s risk management system.
• Ensuring that the team adheres to security policies and procedures.

The Ideal Candidate

• Excellent customer service skills. Able to develop and maintain strong relationships with all colleagues within the business. 
• Excellent analytical skills, able to use data to help resolve and determine the cause of incidents. 
• Able to prioritise the team’s activities to ensure that project and operational tasks are completed on time and meeting the required outcomes.
• Strong communication skills, able to present information to a wide range of stakeholders in various forms.
• Strong technical knowledge of end user computing equipment including Windows & Mac laptops, iOS & Android mobile phones, Microsoft 365.
• Good understanding of ITIL processes and principles.
• Experience of working within a continuous service improvement environment.
• Experience of supporting colleagues working in a hybrid manner across offices, supplier sites and home locations.
• Proven experience of developing a culture of customer focus and excellence.
• Over 5 years of experience of working in a Service Desk management role.
• Knowledge and understanding of best practices for service management.
• Experience managing major incidents in large and complex environments.
• Experience of ServiceNow ITSM.

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group