This role will serve as the Service Desk owner and trusted advisor,
ensuring that the Service Desk effectively supports business workflows, both corporate,
broadcast and production. An organised and engageable individual, you will work
closely with cross-functional teams to provide service desk capabilities that
will support a 16 hour a day 7 day a week operation.
As our IT Service Desk Manager, Your core hours will be 9-5pm Mon – Fri and
you will play a crucial role in providing all aspects of the business with a shift
based service that provides hands on support, ticket management, SLA driven
escalations and a consistent asset inventory and management system. The service
desk should enable all of our teams to work smarter and more efficiently in a
creative, fast-moving media environment. This is a unique opportunity to have a
real impact on how we deliver world-class content.
The ideal candidate will have strong communication and organisational
skills, a solid understanding of fast paced, SLA driven organisations, preferably
with TV Broadcast or Production experience. The ability to collaborate across
teams to drive continuous improvement and a robust approach to service desk and
ITSM implementation.
Who we are
The Premier League is home to some of the most
competitive and compelling football in the world. The League and its Clubs use
the power and popularity of the competition to inspire fans, communities and
partners in the UK and across the world. The Premier League brings people
together from all backgrounds. It is a competition for everyone, everywhere and
is available to watch in over 900 million homes in 189 countries.
In November 2024, the Premier League announced it
was establishing a new in-house media operations business launching at the
start of the 2026/27 Premier League Season. Premier League Studios will be
responsible for all international media content production and distribution,
providing a best-in-class content service to the Premier League’s partners and
millions of passionate fans around the world.
The Premier League is an equal opportunities
employer and strives to create an inclusive culture where talent can flourish.
We believe in the potential of everyone and open our doors to those who share
those values. All appointments will be made based on merit; however, we
particularly encourage applications from women, people from minority ethnic
communities, LGBTQ+ people and disabled people.
Our hybrid-working model also allows you some
variety on your place of work, offering you the chance to work from home on
some days each week, where possible. You will be expected to attend the office
or site visits in line with our company policy. All staff liaise closely with
their line manager to manage their time appropriately and according to their
work and team requirements.
The role
- Team
Leadership & Management: Lead, mentor, and develop the shift based service desk support team. Conduct
performance appraisals, set objectives, and manage staff development plans. Ensure
the team prioritises customer service and maintains high-quality issue and
resolution handling
- Service
Delivery & Performance: Manage the day-to-day delivery of IT support services and ensure
service targets are met. Monitor and report on key performance indicators
(KPIs) and service level agreements (SLAs) to higher management. Analyse
workloads to balance resource availability and maintain service desk coverage
- Process
& Knowledge Management: Develop and implement strategies, standards, and procedures for the
service desk that best suit the broadcast facilities operations and teams. Own
and manage the service desk's knowledge base to promote consistent issue
resolution. Identify and implement continuous improvement activities, including
automating service requests where possible
- User
Experience & Stakeholder Communication: Act on end-user feedback to improve the
service and overall user experience. Communicate changes and issues to users
and other IT teams. Build strong working relationships with other IT,
engineering and operational teams
- Strategy
& Tooling: Oversee
the service desk tools, website, and knowledge base. Ensure IT systems are fit
for purpose and optimized for best practice. Provide technical advice to
project teams on existing and emerging ICT services
- Compliance
& Security: Ensure
IT support processes comply with data protection laws and industry standards. Implement
and oversee cybersecurity best practices within service desk operations.
Requirements for the role:
- Proven
work experience as an IT Service Desk Manager or similar role
- Technical
knowledge of IT systems, networks, and applications
- Experience
managing a team in a technical support environment
- Strong
problem-solving and decision-making skills
- Excellent
communication and leadership skills
- Knowledge
of ITIL and other service management frameworks.
Our commitment to safeguarding includes implementing robust safer
recruitment procedures to assess the suitability of individuals applying for
roles that involve work with children and adults who are or may be at risk of
harm. For further information, please see our Safeguarding Policy and Safer Recruitment Guidance.