Service Desk Manager (ITSM)

The Service Desk Manager is responsible for ensuring the delivery of high-quality, responsive IT support to staff across a geographically dispersed organisation.The role combines operational leadership with ownership of service performance reporting and KPI management. The postholder will ensure accurate and meaningful reporting of service metrics, contributing to wider IT operational dashboards.The Service Desk Manager will also support ongoing IT service management maturity initiatives, including contributing to discussions about future ITSM tooling., * Lead and manage Level 1 and Level 2 Service Desk analysts.

• Ensure effective handling of incidents and service requests in line with SLAs.

• Monitor workload distribution and ensure efficient ticket progression.

• Act as an escalation point for high-priority incidents during business hours.

• Maintain clear communication standards and a strong customer service culture.

• ITSM Tooling & Process Improvement

• Ensure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8).

• Drive continuous improvement initiatives.

• Contribute to evaluation of modern ITSM tools (e.g. ServiceNow).

• Ensure Service Desk processes align with ITIL best practice.

• Conduct supplier performance review meetings

• Support compliance with safeguarding, GDPR, and information security requirements

• Work collaboratively with infrastructure teams and third-party suppliers to ensure seamless service delivery.

• Strong team leadership skills and experience
• Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting.
• Strong customer service orientation with excellent communication skills.
• Working knowledge of PowerBI, Windows 11, Office 365, Active Directory, and common desktop applications.
• Experience using IT service management tools (e.g., Hornbill, ServiceNow).
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Understanding of ITIL principles and service management best practices.

Desirable

• ITIL certification.
• Experience with Microsoft Intune, Azure AD, and endpoint management.
• Data processing and reporting skills
• Experience supporting hybrid working environments and remote users.