IT Service Desk Manager - Temporary (up to 12 months) - Internal only

Internal vacancy

The RNLI actively promotes continuous development within the organisation and is only seeking applications from current RNLI employees and volunteers at this time.  If this position is not filled internally it may be re-advertised openly.  #LI-DNI

About us

Our purpose is simple, to save lives at sea. Across the UK & Ireland the RNLI is recognised for our lifesaving work from rescue and supervision to education and prevention. An essential part of making this happen is ensuring our IT equipment and systems support all of our activities, and that the RNLI IT team is able to support all our users, volunteers and supporters. The team interacts with a wide range of stakeholders - including our volunteers – which means customer service skills, as well as technical competence, are key to ensuring we deliver effectively, and that is where you come in.

At the RNLI we take career development seriously and due to our current Service Desk Manager taking a project secondment opportunity we are looking for a Service Desk Manager to join our End User Computing team.  The role ensures that RNLI staff and volunteers receive first class support on the IT services and systems that support our lifesaving operations.

About the role

Our Service Desk Manager is responsible for managing the daily operations of the IT Service Desk, which provides first and second line support for desktop services. These include the Microsoft 365 suite, Windows 10 & 11, MS Teams, SCCM, Client Laptop and Desktops, Apple products, Printers, Tablets and Mobile telephony. The team also provide support to the RNLI College/hotel audio visual and customer systems.

You will ensure quality, accurate and timely response and action to RNLI staff and volunteers requiring IT Support, and that service performance meets targets at all times, by managing, developing, inspiring and motivating the Service Desk Team to provide premium customer service and high-quality support services, as well as coaching, target setting and driving opportunities for continual improvement.

About You

We are looking for a highly organised individual, with strong analytical and coaching skills to enhance the service and the future prospects of the team and the ability to handle high volumes of work within a fast-paced environment.  You will need to demonstrate strong logistical skills to maintain the service, including day to day task direction of our team. With a keen attention to detail and a logical approach to problem solving, you will be an effective communicator and leader with experience of dealing with colleagues at all levels of the business and suppliers in a professional and confident manner.

Safeguarding

The RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).

Diversity at the RNLI

Our staff and volunteers have been saving lives at sea without prejudice for 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One.