Help Desk Manager - 9 month FTC

Salary: up to £50,000 DOE

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.
  
  

Are you ready to join an award-winning business that is reshaping the insurance landscape? Our organisation has transformed the way customers interact with insurers, establishing a benchmark for exceptional service. With our recent digital transformation, we are eager to find passionate and motivated individuals to join us on our journey to success.

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
  
  

Stakeholder Management:

• 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.
  
  

Service Design & Readiness:

• 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.
  
  

Knowledge & Process Transfer:

• 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.
  
  

Quality & Compliance:

• Ensure the transitioned service meets agreed performance and quality standards.
• Align the helpdesk function with organizational compliance, security, and data protection requirements
  
  

Post-Transition Support:

• Manage early life support (ELS) and hypercare activities to stabilize operations post-go-live.
• Conduct lessons learned and continuous improvement reviews.
  
  

Operational Management:

• 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
  
  

Essentials:

• 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.
  
  

Bonus skills you may pack in your suitcase:

• 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
  
  

We’re assembling a diverse team, where skills, not checkboxes, reign supreme, regardless of race, religion, sex, sexual orientation, gender identity or disability.

Staysure Group welcomes all new starters with open arms, providing training, development opportunities, and great benefits.