IT Service Desk Manager

As Service Desk Manager, you’ll oversee the day-to-day operation of the Service Desk across L1, L2, and L3 support teams. You’ll be accountable for service quality, customer experience, workforce planning, rota management, incident and request management, and knowledge management. You’ll work collaboratively with technical teams, resolver groups, and third-party suppliers to ensure effective service delivery and continual improvement.

What You’ll Be Doing

• Leading and managing the Service Desk function across multiple support levels
• Ensuring service quality, customer satisfaction, and operational efficiency
• Managing workforce planning, rota scheduling, and performance reporting
• Overseeing incident management, service request handling, and knowledge management
• Supporting major incident response and operational governance
• Collaborating with technical teams and external suppliers to deliver effective IT services
• Driving continual service improvement initiatives

We’re recruiting a Service Desk Manager (Grade 12) to lead West Sussex County Council’s Technology Services Service Desk function. This is a senior IT role, ideal for someone with strong leadership, service management, and technical support experience in customer-facing environments., We’re looking for a proactive leader with strong IT service management expertise.

You’ll ideally have:

• Significant experience managing Service Desk, IT Operations, or Technical Support teams
• Strong leadership and people management skills
• Experience in service performance management, workforce planning, and incident/request handling
• Knowledge of ITIL-based environments
• Experience using ITSM platforms such as Halo, ServiceNow, Ivanti, or equivalent
• Excellent communication and problem-solving skills, * ITIL-based environments: 1 year (required)
• managing Service Desk, IT Operations,: 3 years (required)
• managing Technical Support teams: 3 years (required)
• incident/request handling.: 1 year (required)
• ITSM platforms such as Halo, ServiceNow, Ivanti: 1 year (required)

Pulled from the full job description

• Company pension
• Work from home