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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Manager - **Company:** Deloitte - **Location:** Port Talbot, UK - **Contract:** Permanent contract - **Skills:** Business Software, Identity and Access Management, Data Processing, Information Technology, Performance Monitor, Servicenow - **Published:** July 30, 2026 - **Apply:** https://apply.deloitte.co.uk/UKCareers/Login?jobId=24341 ## About the Role To be successful in this role, you will possess a strong blend of IT Service Management knowledge, leadership skills, and a passion for delivering exceptional service., * Proven experience leading or supervising a Service Desk, IT support, ITSM or Service Delivery team in a client-focused environment. * Strong understanding and practical experience with ITIL principles and processes (Incident, Problem, Request, Change Management); ITIL Foundation certification is highly desirable. * Demonstrable experience in managing and motivating a team, including performance management and professional development. * Excellent communication (written and verbal), interpersonal, and stakeholder management skills, with the ability to communicate to clients and senior leadership. * Strong analytical and problem-solving abilities, with a focus on root cause analysis and continuous improvement. * Experience with Service Management platforms (e.g., ServiceNow). * Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment. Desirable: * A degree or equivalent professional experience in IT Service Management, Technology Operations or a related discipline. * Further ITIL certifications * A solid understanding of common IT infrastructure components, operating systems and business applications * Experience in a large, complex professional services organisation. ## Description Team Leadership & Management: * Lead, mentor, and develop a team of Service Desk Analysts, fostering a culture of high performance, collaboration, and continuous learning. * Conduct regular performance reviews, set clear objectives, and provide constructive feedback to team members. * Manage rota planning, queue health and capacity risks to ensure appropriate coverage and consistent service performance Service Delivery & Operations: * Oversee the day-to-day operations of the Service Desk, ensuring all tickets are managed efficiently and effectively within agreed Service Level Agreements (SLAs). * Act as an escalation point for complex issues and challenging client situations, ensuring timely resolution and communication. * Implement and maintain robust incident, problem, and request management processes in line with ITIL best practices. Performance Monitoring & Reporting: * Define, monitor, and report on key performance indicators (KPIs) and metrics for the Service Desk, identifying trends and areas for improvement. * Prepare regular reports for senior management on service desk performance, achievements, and challenges. Process Improvement & Optimisation: * Identify and deliver improvement initiatives that reduce repeat contacts, improve first-contact resolution, increase knowledge reuse and enhance the client experience. * Ensure the team follows agreed security, data handling, access management and client-specific procedures, escalating risks or control gaps promptly. Stakeholder Management: * Collaborate closely with other teams to ensure seamless end-to-end service delivery and problem resolution. * Build strong relationships with internal business stakeholders to understand their needs and align service desk offerings accordingly. Technology & Tools: * Leverage and optimise Service Management tools (e.g., ServiceNow) to enhance service delivery and reporting capabilities. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age) - [Implementing continuous delivery in a data processing pipeline](https://www.wearedevelopers.com/videos/73-implementing-continuous-delivery-in-a-data-processing-pipeline) - [The Future of Open Source](https://www.wearedevelopers.com/videos/1124-the-future-of-open-source) - [Why and when should we consider Stream Processing frameworks in our solutions](https://www.wearedevelopers.com/videos/1085-why-and-when-should-we-consider-stream-processing-frameworks-in-our-solutions) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)