Service Desk Manager (Information Technology)

• Manage the day-to-day operations of the IT Service Desk.
• Lead and support the Service Desk team to deliver effective IT support.
• Ensure service requests and incidents are handled within agreed service levels.
• Monitor service performance and identify areas for improvement.
• Maintain strong communication with internal teams, stakeholders, and service users.
• Support the implementation of IT service improvements and processes.
• Ensure accurate reporting and documentation of service desk activities.
• Promote good customer service practices across IT support functions.

• Proven experience managing or leading an IT Service Desk function.
• Strong knowledge of IT service management processes.
• Experience handling incidents, requests, and service performance reporting.
• Ability to lead, motivate, and support a technical support team.
• Excellent communication and stakeholder management skills.
• Right to work in the UK.
• Ability to provide three years of written references, with employment gaps verified.
• Ability to complete required compliance checks and provide relevant documentation.

Nice-to-Have Requirements

• Experience working within a public sector environment.
• Knowledge of IT service improvement methodologies.
• Experience working with service management frameworks such as ITIL.