IT ServiceDesk Manager

Tottenham Hotspur Football Club

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Job details

Basis: Full Time

Region: Tottenham

Job category/type: IT/Technology

Date posted: 19/03/2025

Job reference: REQ

Who We Are

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.

We offer world-class facilities: In 2019, we opened our state-of-the-art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change – creating 4,000 jobs and injecting £300 million into the local economy every year.

We’re at our brightest when we’re all together. Our Club, our teams, our community.

The Role:

Reporting to the Head of Operational IT, the IT Service Desk Manager is responsible for ensuring first-class IT service delivery across the club, leading a team of IT Service Desk Engineers, and ensuring that all technology services run reliably and efficiently.

The successful candidate will be service-minded, focusing on delivering excellence to employees at all levels of the organization. They will be based at the Club’s head office at Lilywhite House but will also support operations at the stadium, training ground, and other club facilities.

This role requires a strong leader with exceptional problem-solving, organizational, and stakeholder management skills, with a focus on continuous improvement, efficiency, and automation.

About You: IT Service Desk & Support

• Lead and manage the IT Service Desk team, ensuring high-quality technical support and a strong service culture.
• Oversee incident management, problem management, and request fulfillment, ensuring all issues are resolved efficiently.
• Act as an escalation point for complex or high-impact IT issues.
• Drive continuous service improvement by analyzing technology usage and recommending enhancements.
• Ensure Service Desk processes are documented, optimized, and aligned with ITIL v4 best practices.
• Take ownership of ITSM management processes, ensuring all IT service requests are effectively handled.
• Provide IT support leadership for match days and major stadium events, ensuring technology operates seamlessly.
• Ensure technology services run reliably and perform optimally across all club sites.
• Manage and report on Service Desk performance metrics, identifying areas for improvement.
• Lead regular maintenance and updates for IT systems.

Strategic & Leadership Responsibilities

• Be an ambassador of the IT department, ensuring a high standard of service delivery.
• Maintain staffing levels to support business needs across all operational hours.
• Recruit, mentor, and develop high-calibre IT Service Desk staff.
• Collaborate with internal departments and external vendors to ensure technology meets business needs.
• Attend Change Advisory Board (CAB) and IT Architectural Review Board meetings to align IT service strategies with club objectives.
• Monitor and manage annual budgets for the IT Service Desk function.
• Identify technology trends that may impact or support club operations.
• Ensure IT storage, workspaces, and service areas are clean, organized, and well-managed.
• Promote automation to improve efficiency and reduce manual workloads.

What you will bring:

• Experienced as an IT Service Desk Manager (or similar leadership role).
• Proven expertise in ITIL v4 and service management best practices.
• Strong technical knowledge across Microsoft technologies, ServiceNow or other ITSM platforms.
• Experience managing incident resolution, problem management, and service requests.
• Good understanding of cybersecurity risks, principles, and threats.
• Experience supporting hardware, software, applications, and networking in a corporate environment.
• Excellent communication skills, with the ability to explain complex IT issues to non-technical users.
• Ability to work under pressure, especially during major club events.
• Experience managing budgets, vendor contracts, and service agreements.

Personal Attributes:

• Values and respects others, builds relationships, and collaborates.
• Delivers to the highest standards and takes responsibility.
• Strong leadership and mentoring skills, with a passion for developing others.
• A continuous improvement mindset, focused on efficiency and automation.
• Strong stakeholder management skills, able to engage at all levels.
• Excellent problem-solving and decision-making skills.
• High attention to detail and organization.
• Creative, energetic, and driven.
• A flexible and adaptable individual.

The Tottenham Hotspur Way

Is to push harder, rise higher and forge greater. We involve, inspire and elevate one another to be our best selves, to produce exceptional on and off the pitch. Every day brings us opportunities to improve and make the impossible, possible.

Our values that bind us:

DREAM THE IMPOSSIBLE – Impossible made possible when we think outside the box.

DARE TO CHANGE THE GAME – Relentlessly strive for glory and leave our mark on the world.

DO IT OUR WAY – Win the right way, never at all costs.

Our Responsibility to you

Safeguarding is fundamental to the success in all that we do. Successful candidates are to be reminded they would be subject to various background, DBS, and reference checks for this role.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.