> Markdown version of [/jobs/ext/1496059-service-desk-operations-manager](https://www.wearedevelopers.com/jobs/ext/1496059-service-desk-operations-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Operations Manager

- **Company:** Sword Group
- **Location:** Edinburgh, UK
- **Experience:** Expert
- **Salary:** £47,262.0
- **Contract:** Permanent contract
- **Skills:** Queue Management Systems, User Environment Management, Servicenow
- **Published:** July 30, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5819720337

## About the Role

* Significant experience working within a Managed Services Provider (MSP) environment.
 * Proven experience leading Enterprise Service Desk, Desktop Support, or End User Computing (EUC) operations.
 * Experience managing operational support teams and building high-performing service functions.
 * Strong understanding of ITIL-aligned Service Management practices.
 * Demonstrable experience across:

 * Incident Management
 * Major Incident Management
 * Service Request Fulfilment
 * Escalation Management
 * SLA and KPI Management
 * Queue Management

Experience using ServiceNow or other enterprise ITSM platforms.Proven track record of delivering:

 * Service improvement initiatives
 * Shift-left strategies
 * Automation programmes
 * Operational maturity improvements

Strong leadership, communication, stakeholder management, and customer engagement skills., * ITIL Foundation Certification (or higher).

 * Experience working in large-scale enterprise MSP environments.
 * Experience with ServiceNow, Remote Monitoring & Management (RMM), automation, and self-service technologies.
 * Experience supporting Managed Services transformation and modernisation programmes., * Customer-focused, with a passion for service excellence.
 * Calm, resilient, and effective under pressure, particularly during Major Incidents.
 * A confident communicator who can engage effectively with technical teams, customers, and senior stakeholders.
 * Proactive, organised, and delivery focused.
 * Passionate about developing people, building high-performing teams, and improving service outcomes.

If you're an experienced Service Desk leader looking to shape and transform a modern Managed Services operation, we'd love to hear from you.

## Description

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker)
- [The Lifehacker's Guide to Software Architecture](https://www.wearedevelopers.com/videos/1003-the-lifehacker-s-guide-to-software-architecture)
- [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing)
- [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system)
- [Making the switch from web to mobile development](https://www.wearedevelopers.com/videos/274-making-the-switch-from-web-to-mobile-development)

## 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)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons)
- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [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)
- [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question)