Service Desk Manager

In this role, you'll lead the Service Desk function , ensuring high-quality first-line support services are delivered to users across Elexon. You'll be responsible for driving service performance, customer satisfaction, and continuous improvement , while managing a team and working closely with suppliers and internal stakeholders.

This is a key leadership role focused on delivering a responsive, efficient, and customer-focused support service , supporting critical systems that underpin the GB electricity market.

What you'll do:

• Lead and manage the Service Desk team , ensuring high-quality support delivery
• Oversee incident, request, and query management , ensuring resolution within agreed SLAs
• Monitor and report on service desk performance metrics , identifying trends and improvement opportunities
• Drive continuous improvement initiatives to enhance service quality and user experience
• Act as an escalation point for major or high-priority incidents
• Ensure effective use of ITSM tools and processes , aligned to ITIL best practice
• Collaborate with suppliers and internal teams to resolve issues and improve service delivery
• Maintain and improve knowledge management systems and support documentation
• Support user onboarding, access management, and service adoption activities
• Build strong relationships with stakeholders to ensure customer needs are understood and met

• Experience leading a Service Desk or IT Support team
• Strong understanding of IT service management (ITIL) principles
• Experience managing incident, request, and escalation processes
• Strong leadership and people management skills
• Experience working with ITSM tools (e.g. ServiceNow, Jira)
• Strong stakeholder and customer management skills
• Ability to drive service improvement and performance optimisation
• Strong organisational and problem-solving skills
• Experience working in multi-supplier or complex environments (desirable)
• Experience in regulated or utilities sectors (desirable)

• Salary - £80,000
• Excellent benefits including bonus, private medical insurance and generous pension scheme
• The opportunity to work within a thriving organisation which can support your growth and development
• We operate a hybrid working approach with 2 days in our London office

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too! At Elexon, we want to: * Provide true equality of opportunity * Attract and retain diverse talent * Listen to all voices * Be representative of the communities we work in * Be a role model for Diversity and Inclusion in the industry Elexon together, embracing differences, listening to all voic es Ready to make an impact? Join us and help shape the future of energy services.