About Company
Camelot Group is the operator of The National Lottery, one of the most successful and responsible lotteries in the world. Our mission is to raise money for Good Causes, changing lives for the better across the UK. With over 27 years of experience, we have raised billions for charity, arts, sports, and heritage projects, and continue to innovate our technology and services to ensure we provide an unparalleled experience for our players. We are a dynamic, purpose-driven organisation committed to fostering an inclusive and supportive culture where talent thrives. Join us and be part of a team that makes a real difference every day.
Job Description
We are seeking a highly motivated and experienced Remote Service Desk Manager to lead our UK-based Service Desk team. This is a critical role responsible for ensuring the delivery of exceptional IT support services to our internal stakeholders across the organisation. As a Remote Service Desk Manager, you will be instrumental in defining and implementing best practices, optimising workflows, and fostering a culture of continuous improvement within a geographically dispersed team. You will leverage your strong leadership skills to empower your team, drive performance, and maintain high standards of service delivery, all while operating from a remote setting within the UK. This role requires an individual who thrives on problem-solving, is passionate about technology, and dedicated to achieving operational excellence and customer satisfaction. You will be expected to balance strategic initiatives with hands-on team management, ensuring our IT services are reliable, efficient, and responsive to the evolving needs of our business. While this role is remote, occasional travel to our Watford office for team meetings and strategic planning may be required.
Key Responsibilities
- Lead, mentor, and manage a remote team of Service Desk Analysts, fostering a collaborative and high-performance environment.
- Oversee the day-to-day operations of the IT Service Desk, ensuring all incidents, service requests, and problems are handled efficiently and effectively in line with SLAs.
- Develop, implement, and maintain ITIL-aligned processes and procedures for incident, problem, and request management.
- Monitor and report on Service Desk performance metrics, identifying trends, areas for improvement, and implementing corrective actions.
- Act as an escalation point for complex technical issues and customer complaints, ensuring timely and satisfactory resolution.
- Drive continuous service improvement initiatives, leveraging feedback, data analysis, and industry best practices.
- Manage the Service Desk knowledge base, ensuring documentation is current, comprehensive, and accessible.
- Collaborate with other IT teams (e.g., Infrastructure, Applications) to ensure seamless service delivery and problem resolution.
- Manage Service Desk tools and technologies, identifying opportunities for automation and efficiency gains.
- Conduct regular performance reviews, set objectives, and support the professional development of team members.
- Ensure adherence to security policies and compliance regulations within Service Desk operations.
- Participate in on-call rotation as required to support critical incidents outside of business hours.
Required Skills
- 5+ years of experience in IT Service Desk management, with at least 2 years in a remote leadership role.
- Proven experience managing and motivating a remote team.
- Strong understanding of ITIL framework and best practices (ITIL Foundation certification required).
- Excellent communication, interpersonal, and stakeholder management skills.
- Demonstrable experience with Service Desk ticketing systems (e.g., ServiceNow, Jira Service Management).
- Solid technical background in IT infrastructure, networking, and common business applications (e.g., Microsoft 365, Windows OS).
- Strong analytical and problem-solving abilities.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Experience in developing and reporting on Service Desk KPIs and metrics.
Preferred Qualifications
- ITIL Intermediate or Expert certification.
- Experience with automation tools and scripts to enhance Service Desk efficiency.
- Project management experience within an IT environment.
- Familiarity with cybersecurity principles and best practices.
- Experience working in a regulated industry.
Perks & Benefits
- Competitive salary and performance-related bonus.
- Generous pension scheme.
- 26 days annual leave plus bank holidays.
- Private medical insurance.
- Life assurance.
- Flexible working arrangements and remote-first culture.
- Comprehensive professional development and training opportunities.
- Employee assistance program.
- Volunteering days to support Good Causes.
- Discounted gym membership and retail vouchers.
How to Apply
If you are a proactive and experienced Service Desk Manager looking for a challenging remote role within a purpose-driven organisation, we encourage you to apply. Please click on the application link below to submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this position.