IT Services Manager

Are you passionate about ensuring the smooth operation of digital services? Do you thrive on managing IT processes and supporting end-users? As the IT Services Manager at Ascenti, you’ll play a crucial role in delivering high-quality digital solutions that align with our business goals.

With more than 25 years’ experience serving both the public and private sectors, we are industry leading experts and passionate believers in our distinct clinical philosophy, because we know how it works and see first-hand how it helps people every day.

Your Purpose

As the IT Services Manager, you’ll collaborate closely with the IT Director to ensure the seamless operation of our digital services. Your responsibilities will span IT operations, people onboarding, customer management, and business continuity. We’re looking for someone with a strong background in IT service management who can maintain high standards and drive results.

How your role fits within our team

At Ascenti Digital, we specialize in delivering digitally enabled physiotherapy, musculoskeletal (MSK), and mental health services. Our bespoke workflow management, booking, and clinical notes platforms provide cutting-edge experiences for employees, partners, and patients.

As the IT Services Manager, you’ll be at the heart of our IT services, overseeing common IT service management processes and acting as the front of house for end-users.

About you

In this dynamic position, you’ll be the primary point of contact for the Ascenti IT Service desk, handling escalations and ensuring timely resolutions for end-users across the organisation. Your expertise will be instrumental in implementing a formal performance management process, enhancing IT service team performance, and focusing on excellent customer service. As a mentor, you’ll guide a team of support analysts and technicians, providing daily coaching and advice on best practices and tools.

Your responsibilities extend to assessing urgency and impact, prioritising and assigning tickets to support analysts. Monitoring and reporting on Service Level Objectives (SLOs) will keep stakeholders and senior leadership informed about service quality. Additionally, you’ll take ownership of IT joiner, mover, and leaver processes, streamline operations, and develop and maintain IT policies, procedures, and documentation.

Collaborating with technical teams, vendors, and outsourcers, you’ll optimise systems, services, and contracts, delivering value for money.

• Knowledge of managing and operating Microsoft 365 tenants.


• Familiarity with managing device estates using MDM tools such as Microsoft Intune.


• Experience of managing tickets and problems within an ITSM or helpdesk ticketing system.â


• Excellent stakeholder management and customer service experience.


• Wide experience of common IT service processes.


• Strong timekeeping and project management skills, ideally with experience working within a formal project delivery framework.


• Effective verbal and written communication.â


• Full, clean, driving licence.
  
  Alongside the significant investment in training, you will enjoy a recently enhanced benefits package, including Vitality membership, access to great discounts and more. Learn more here: ascenti.co.uk/careers