{"id":1162524,"url":"https://alion.io/job/nec-software-solutions-service-desk-manager-2","title":"Service Desk Manager","company":{"id":4310,"name":"NEC Software Solutions","domain":"necsws.com","url":"https://alion.io/company/necsws","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":11,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hartlepool, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":77000,"period":"year","method":"role_country_seniority_unknown","sample_n":35},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-21T07:33:17Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-24T14:46:09Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Come join us and make a difference in the world!\nDiscover more at www.necsws.com\n The role is office based in Hartlepool with an ability to work 50% of the time remotely.\nThe Service Desk Manager is a varied, challenging and exciting role. The role is responsible for ensuring the Service Desk and Incident Management processes are not just fit for purpose but pushing the envelope of what is possible, driven by the continually evolving needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide.\nWorking within the Cyber, Service and Technology (CST) division and reporting to the Head of Service Delivery, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC colleagues and our customers. The role will have direct line management responsibility for 4 FTEs and responsibility for a wider team of ~50 people based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the design and delivery of the Service Desk and Incident Management processes within NEC. The successful candidate will show strong leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000 and will involve managing multiple distinct service desks.\nResponsibilities\nDevelop and own the end-to-end processes & delivery within NEC including;Service Desk practice\nIncident Management practice\n\nThe ability to build and lead a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.\nWork collaboratively with the NEC business stakeholders to ensure that their needs and the needs of their customers are well understood and met\nMeasure, monitor and review in scope processes, using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy\nManage and forecast resources, ensuring our staff are skilled to the appropriate level\nSupport bid responses and costing, and the development of service offerings with the business stakeholders to allow us to expand our capability\nAccountable for maintaining compliance to internal and external audits, supporting the maintenance of a number of ISO standards and Security certifications (that rely on Service Management process adherence). Involvement with internal and external ISO 20000 audits.\nReviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements\nPlay a prominent role in onboarding new services, ensuring the teams are prepared for service take-on and understand the contractual/ business needs for each service and solution implemented\nAwareness of the business priorities, objectives and drivers to implement continual service improvement strategies\nWork very closely with the Service Delivery Manager (Service Management) and Head of Service Delivery to ensure a full ITIL aligned end to end service is available to stakeholders\nEnsure an appropriate balance between cost of delivery and quality of delivery is achieved\nEngagement with 3rd party organisations as required.\nA thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.\nAn ability to balance and plan the short-term and long-term actions of the team.\nKnowledge and understanding of all relevant industry standards.\nKnowledge and understanding of best practices for service management.\nStrong communication skills, including the ability to be influential and persuasive with stakeholders.\nAn ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.\nA complete understanding of the organisation’s and our customers businesses.\nAn ability to think critically about systems and to make adjustments as needed following a continual improvement approach.\nThe ability to manage time effectively while setting the tone for the team through leadership.\nEnsuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.\nPromoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.\nEssential Skills\nExtensive service desk management experience in a complex organisational structure.\nStrong Stakeholder Management \nResource Management\nPossess excellent customer service skills and an ability to innovate\nExcellent communication and business writing \nWorking knowledge and experience of the ISO 20000 Service Management Standard\nAbility to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can\nMust be able to work closely with the Head of Service Delivery as well as independently.\nEssential Qualifications\nITIL v4 Foundation\nNPPVL3 + SC clearance required\nDesirable Qualifications and Skills\nITIL v5 Foundation\nITIL v4 Intermediate Qualification\n We are proud of the benefits we offer employees of NEC Software Solutions\nPrivate Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)\n25 days paid holiday with the option to buy/ sell \n4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)\nA Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%\nA fantastic selection of flexible benefits to suit your individual needs\nWe are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life\nAll colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.\nOTHER INFORMATION\nCandidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.\nAll offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.\nNEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.\nWho We Are:\nWe’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.\nWorking with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.\nWe work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.\nWe’d love your help. And we’ll support you all the way.","description_format":"text","description_chars":7527,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Law Enforcement"],"lifecycle":[{"event":"open","at":"2026-09-24T00:34:22Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":27,"reasons":["conf:5","stale_co","velocity","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/nec-software-solutions-service-desk-manager-2","json_url":"https://alion.io/job/nec-software-solutions-service-desk-manager-2.json","meta":{"generated_at":"2026-09-24T18:10:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}