IT Service Manager Full time, fixed term for up to 12 months (maternity cover) Based Horizons (Reading, Berkshire) with up to two days per week working from home Salary circa £45,000 pa plus benefits An opportunity has arisen for an IT Service Manager to join our busy Technology team who support around 300 employees, 200 Associate Lecturers, and 4,000 students. You will need to take a proactive and hands-on approach, working to optimise service processes and drive continuous improvement in the service desk environment. You will line manage the IT Support team, acting as an escalation point for queries and ensuring the team are well supported, and well-equipped to offer excellent customer service. This is an exciting opportunity for someone looking to make a real difference, as you will be integral in improving the digital experience for both students and staff. Your accountabilities and responsibilities include: Manage the daily operations of the IT Support team, ensuring incidents and service requests are handled efficiently and professionally Maintain and develop ITSM processes (incidents, service requests, problems, and change management) Manage service desk workload, prioritisation, and resource allocation Occasionally attend the London School of Architecture (Dalston) site for support, auditing and projects Our main requirements: Proven experience in IT service management or service desk leadership Experience working within an assigned budget Good knowledge of Intun