Help Desk Manager - 9 month FTC
New Today
Contract: 9 month FTC
Work Life Balance: Hybrid, 3 days a week in Northampton
️ Candidate Journey: Our goal is to reply to applications within 3 working days. Additionally, we make sure to acknowledge, evaluate, and respond to all applications as a way of showing our appreciation for your time and effort in applying to us.
Interview Process:
- 30 minute call with a member of the recruitment team
- 1st Stage Interview - up to 30 minutes with the Hiring Manager to discuss the role in further detail
- 2nd Stage Interview - Brief presentation and competency based questions with the Hiring Manager + 1 other.
We firmly believe that attracting and developing talented professionals is essential for our ongoing growth and success. By investing in our team, we create an environment where innovation thrives and opportunities abound.
Our aim is to innovate, dominate and disrupt niche insurance on a global scale, which means we are seeking innovators and individuals who embrace change with ease. Together, we can drive change and make a significant impact in the industry.
The Role:
The Helpdesk Transition Manager is responsible for the end-to-end planning, coordination, and execution of transitioning IT support services (e.g., helpdesk operations) from one location or delivery model to another. The role ensures minimal disruption to business operations, seamless knowledge transfer, and alignment with service quality expectations. The job holder will also manage IT Helpdesk day to day operations during the transitional period and beyond.
What will you do?
Project Management:
- Lead and manage all phases of the helpdesk transition lifecycle—from initiation to post-implementation review.
- Develop and maintain transition project plans, timelines, resource allocations, and risk registers
- Engage with internal stakeholders, 3rd party providers, and senior leadership to ensure alignment on transition goals.
- Act as the primary point of contact for all transition-related communications.
- Ensure the target operating model for the helpdesk is clearly defined and fit for purpose.
- Define and validate SLAs, KPIs, escalation paths, and support processes in alignment with ITIL best practices.
- Oversee the documentation and transfer of existing knowledge, workflows, and technical procedures to the incoming team/provider.
- Ensure adequate training and shadowing are completed to meet operational readiness.
- Ensure the transitioned service meets agreed performance and quality standards.
- Align the helpdesk function with organizational compliance, security, and data protection requirements
- Manage early life support (ELS) and hypercare activities to stabilize operations post-go-live.
- Conduct lessons learned and continuous improvement reviews.
- Day to day management of an Internal IT Helpdesk
- Point of Escalation for all 1st and 2nd line IT queries inc weekends.
- Produce weekly, monthly and quarterly Service Reporting
- Man management and personal development of 2nd line Helpdesk engineers
- Proven experience managing service or helpdesk transitions in medium-to-large IT environments.
- Management of IT Helpdesk
- Strong understanding of IT service management (ITSM) frameworks, particularly ITIL v3/v4.
- Excellent stakeholder engagement and vendor management skills.
- Experience with service desk tools (e.g., ServiceNow, Freshservice, Jira Service Management).
- Demonstrable project management experience, with the ability to handle multiple concurrent workstreams.
- Experience within the insurance industry (if you’ve worked in travel, even better!) or similar sector experience, although an eagerness to improve your knowledge of our industry will bode well.
- ITIL Foundation or higher certification.
- PRINCE2 / PMP or similar project management certification.
- Experience with outsourcing or offshoring IT support services.
- Familiarity with change management methodologies
Staysure Group welcomes all new starters with open arms, providing training, development opportunities, and great benefits. #J-18808-Ljbffr
- Location:
- Northampton, England, United Kingdom
- Salary:
- £60,000 - £80,000
- Category:
- Management & Operations
