IT Service Desk Manager

£43,000 yearly
  • WaterAid
  • Vauxhall, London, UK
  • Jul 10, 2019
Permanent Data Developer Operations

Job Advert

Want to use your skills in IT Services to play a vital role in making clean water, decent toilets and good hygiene normal for everyone everywhere? 

Join WaterAid as the IT Service Desk Manager to change the lifes for millions of people so they can unlock their potential, break free from poverty and change their lives for good. On top of that you'll be joining a 2018 Great Place to Work® award-winning organisation. 

The WaterAid Information Services team are responsible for the development, delivery and support of IT systems across WaterAid. Information Services (IS) Service Desk currently compromises of 4 permanent team members, who support around 300 UK Based staff for all IT Incidents and Requests managing 50+ tickets per day. The Service Desk team, is part of a wider Information Services Team comprising of around 15 people including the Infrastructure, Digital and Project Management teams. 

Reporting to the Services Manager, this role will be responsible for the day to day running of the IT Service Desk and managing the Service Desk Team. 

The Service Desk Manager will: 

  • Manage the Service Desk team, prioritising calls and ensuring the maintenance of agreed Service Level Agreements (SLAs) 
    Improve and manage service levels to users and have a strong focus on ticket/queue management. Ensuring the Team follows best practice
  • Deputise for the IT Services Manager and represent the IT Services Team

In this role, you will be managing the Service Desk team including dealing with Key Performance Area's (KPAs) and annual performance reviews as well as personnel issues. 

You'll also: 

  • Provide day to day scheduling and management of the IS Service Desk. Overseeing the team's response to service requests, incidents and problems. Analyse and prioritise the workload to ensure users can access core systems and services with minimal disruption
  • Accountable for maintenance and support on WaterAid systems, including; Office 365 environment, VoIP phone system, virtual desktop systems
  • Acting as the initial escalation point where difficult or problematic incidents and requests are received. Ensuring effective communications to the wider business
  • Ensure that weekly statistics, status reports, and analysis is completed, continually reviewed and responded to in order to improve service
  • Oversee the management of IS department assets, make sure that stock levels are maintained as well as ensuring all equipment policies and procedures are adhered to
  • Continually improve the effectiveness and efficiency of services and processes through Continual Service Improvement 
  • Input into IS policy and procedure and regular reviews. Work with the Service Desk to implement and enforce all IS policies, procedures & SLA's
  • Release Management - represent the IT Service management view within the Change process
  • Ensure the organisation maintains a timely response for ongoing Data Protection requests and breach responses as directed by the Data Protection Officer
  • Deputise for the IT Services Manager and represent the IT Services Team

To be successful, you'll need: 

  • Substantial knowledge and experience of working on a service desk function, providing SLA based servicesProven ability to effectively manage and motivate direct reports and others in the support teamProven ITSM administration and management
  • Excellent communication (written and verbal) and customer service skills, ability to communicate complex technical issues simply and to engage with stakeholders at all levels
  • Strong interpersonal skills in order to negotiate priorities and also to resolve conflicts or conflicting demands where necessary.Proven ability to plan and deliver projects to deadline
  • Proven ability to effectively use own initiative, make informed decisions and work unsupervisedProven ability to analyse data to identify trends and solve problems in a timely and effective manner
  • Commitment to personal learning, development and improvement in pursuit of own objectives and those of the team and organisation 

WaterAid benefits include: 

  • 36 days holiday (including Bank Holidays)
  • Option to buy an extra 5 days annual leave 
  • A generous pension plan with an employer contribution of up to 10%
  • Flexible working conditions, including the opportunity for part-time work and home working up to 2 days a week


We are unable to provide sponsorship for this post. In order to apply for this post, you must be able to demonstrate your eligibility to work in the UK. 

Shortlisting and interviews may take place on a rolling basis and the application process will close if a suitable candidate is found prior to the advertised closing date (4 August 2019).

Salary £43,000 with excellent benefits

WaterAid is currently located at Durham Street, Vauxhall. However, we will be leaving our current location in the summer of 2020. The new location is to be confirmed but will be within zone 1-2 in London. The recruiting line manager will discuss this with you at the interview stage.

WaterAid is fully committed to protecting those with whom it comes into contact in WaterAid is committed to ensuring that wherever we work in the world there is no tolerance for the abuse of power, privilege or trust. WaterAid reinforces a culture of zero tolerance towards any form of inappropriate behaviour, abuse, harassment, or exploitation of any kind. The safeguarding of our beneficiaries, staff, volunteers and anyone working on our behalf, is our top priority, and we take our responsibilities extremely seriously. All staff and volunteers are required to share in this commitment through our Global Code of Conduct. We will conduct the most appropriate preemployment references and checks to ensure high standards are maintained.

WaterAid is fully committed to protecting those with whom it comes into contact in the course of its work and will conduct appropriate pre-employment referencing and checks. WaterAid is an equal opportunities, disability-confident employer and committed to achieving the highest standards of diversity, fairness and equality.