Service Desk Manager

Do you want to be one of the vital people enabling the work of a Nobel Peace Prize winning charity?

JOB PURPOSE

Amnesty International is looking for an IT Service Desk Manager who can ensure that our staff get the IT support they need to fight for human rights around the world. Working at Amnesty is great for your career – our name is recognized worldwide and opens doors at the highest level of the IT industry. We encourage industry networking and personal development. We pay competitively for the charitable sector, contribute up to 11% to your pension, and allow hybrid working (2/3 days in the office; 2/3 days working from home).

ABOUT YOU

In exchange, we’re looking for a strong Service Desk Manager, who can work with the Head of IT Operations (their line manager) to mentor and develop the IT Service Desk team to deliver the highest levels of IT service and support to the organization. In particular, we’re looking for someone with:

MAIN RESPONSIBILITIES

• Improve the standard of communications between the Service Desk and users; first and foremost in responding to tickets that are filed, but also in discussions with other teams and senior managers across the organisation around ongoing and new problems and needs, and in writing guidance, instructions and bulletins for all users.
• Manage and develop the Service Desk team; particularly in improving communication and interpersonal skills across the whole team, and motivate the teams to achieve continuously improving standards of service, while identifying any technical training that is necessary and ensuring it is implemented.
• Implement a culture of customer service in the Service Desk team; identifying/developing appropriate evaluation methods and benchmarks to measure user satisfaction with the Service Desk’s responses and other materials, implementing these, and using the results of these to identify and implement ways to further improve the service being provided.

SKILLS AND EXPERIENCE

• Knowledge of service desk management. By this, we don’t just mean experience of running a service desk – we’re looking for someone who has not only done that, but actually thought about and considered the different ways in which it can be done, and who can articulate their views on this. You’ll have considered what tools are best to use, what structures serve best, what processes should be put in place, what benchmarks a service desk will be measured against – and you’ll have experience of setting all of these up, and will have reflected on this experience and learned from it.
• Great written and verbal communication skills. You need to be able to write clearly, both succinctly and at length, and at pace, to communicate complex ideas to both technical and non-technical audiences. You will understand how your choice of words, grammatical structure, and the way you arrange your arguments make your communications effective. You will be able to communicate in a variety of tones – persuasive, firm, supportive, and many more – and be able to choose the right tone for a particular situation.
• The ability to mentor and develop a team. You need to be able to take on a team containing both staff with long service and staff who are relatively new to the organization, identify where there are areas in which they, either as individuals or as a team, need to develop, come up with ways in which this can be done, manage them to make sure that it happens, and ensure that this is recognized.

This is not a role where someone has to meet 100% of a predefined list of criteria – if you have relevant experience, good ideas, and are generally talented then please apply! Please see the attached job description for more information on responsibilities, skills and experience required.

WHAT WE OFFER:

At Amnesty International, we are passionate about what we do and we are proud of our achievements as a movement. To compensate our employees for the critical work they do, we reward them through a combination of an attractive and sector competitive salary and benefits package, high levels of engagement and involvement, and a commitment to employee development.

• 37 days annual leave (inclusive of public holidays and grace days)
• Hybrid working environment – The standard working week at Amnesty International is 35 hours
• Pension Contribution Scheme – with an employer contribution of 8% of your gross annual salary, in addition Amnesty International will match individual contributions of up to 3%. Making a total employer contribution of 11%
• Access to LinkedIn Learning
• Life Assurance
• Annual salary review
• Opportunity to join our cycle-to-work scheme
• Interest-free season ticket loans for travel to work
• Contribution towards the cost of eye tests and glasses
• Access to Linkedin Learning
• Employee Assistance Programme

Amnesty International is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with the team by [email protected]

To apply please upload your CV in with a cover letter explaining how you fit with what we’re looking for and your ideas as to how you might run the Amnesty International Service Desk. This can be as long or as short as you want; it can be in whatever format you want – we’re looking at the quality of your ideas and how well you can communicate them. If they’re good, we will be looking to interview you as soon as possible – we will be running rolling interviews and will stop when we’ve found the right candidate. We look forward to hearing from you!