Service Desk Transformation Lead

This is not simply a Service Desk management position. We are looking for someone who has genuine, hands-on experience transforming service desk and ITSM operations - someone who can take an inefficient environment, understand what is driving the issues, and implement the processes, workflows, automation and cultural changes required to create a modern, high-performing service.

You will lead the end-to-end transformation of the Service Desk, combining technology, process and people to deliver a more efficient, measurable and customer-focused IT service.

A major focus will be on moving the Service Desk away from reactive ticket management towards a structured, automated and proactive ITSM model.

You will be expected to challenge existing processes, identify opportunities for improvement and implement practical solutions that reduce ticket volumes, improve resolution times, strengthen SLA performance and ultimately improve the experience for both IT teams and end users.

Key Responsibilities

• Lead the end-to-end transformation of the Service Desk and ITSM operating model.
• Assess current Service Desk processes, identify inefficiencies and implement a clear transformation roadmap.
• Optimise and maximise the use of ManageEngine ServiceDesk Plus, including workflows, automations, routing, SLAs, reporting and self-service functionality.
• Review and redesign ITSM processes in line with ITIL best practice, particularly incident, request, problem, change and knowledge management.
• Introduce automation and workflow improvements to reduce manual intervention and improve operational efficiency.
• Implement effective ticket categorisation, prioritisation, assignment and escalation processes.
• Develop and implement a shift-left strategy, increasing the use of knowledge management, self-service and automation to resolve common issues without Service Desk intervention.
• Drive the reduction and elimination of ticket backlogs while establishing sustainable processes to prevent them from returning.
• Review Service Desk workloads, operating practices and resource utilisation to improve team performance and reduce burnout.
• Help rebuild team morale by creating clearer processes, responsibilities, performance measures and development pathways.
• Transform the support model for Head Office users, including VIP support, hardware deployment and SaaS provisioning.
• Establish clear and measurable SLAs, KPIs and service performance metrics.
• Improve workflows for high-severity incidents and minimise business disruption caused by critical IT issues.
• Where relevant, optimise support processes for POS, payment terminal, network and store technology failures.
• Coordinate effectively with field engineers, technology partners and hardware vendors, ensuring appropriate SLA performance.
• Build strong relationships with senior stakeholders and communicate service improvements clearly across technical and non-technical audiences.
• Drive a culture of continuous service improvement, using data and operational insight to identify further opportunities for transformation.

• Our client is particularly interested in candidates who can demonstrate proven Service Desk transformation experience, rather than simply experience managing an established Service Desk.
• Significant experience leading or delivering Service Desk/ITSM transformation programmes.
• Strong knowledge of ITIL principles and IT Service Management best practice.
• A track record of improving Service Desk processes, operating models and customer experience.
• Practical experience implementing ITSM workflows, automation and process improvements.
• Strong experience with service management platforms; ManageEngine ServiceDesk Plus Cloud experience would be highly advantageous.
• Experience developing self-service, knowledge management, automated ticket routing and shift-left capabilities.
• A strong understanding of incident, request, problem, change and SLA management.
• Experience using Service Desk data, KPIs and reporting to drive operational improvements.
• Proven ability to reduce ticket backlogs and improve service performance.
• Strong stakeholder management skills, with the ability to communicate effectively with Service Desk teams, technical specialists, business users and senior leadership.
• Experience leading teams through operational and cultural change.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation