IT Service Desk Manager

• Lead the day-to-day operation of the IT Service Desk across 1st, 2nd, and 3rd Line Support teams.
• Manage service quality, customer experience, and operational performance.
• Oversee workforce planning, resource allocation, shift rotas, and team capacity.
• Ensure incidents and service requests are managed effectively in line with agreed service levels.
• Support and coordinate Major Incident Management activities where required.
• Monitor service desk performance, producing reports and identifying opportunities for continual improvement.
• Develop and maintain knowledge management processes to improve first-time fix rates and service efficiency.
• Manage, coach, and develop Service Desk staff to maximise individual and team performance.
• Work collaboratively with infrastructure teams, technical specialists, resolver groups, and third-party suppliers.
• Ensure ITIL best practices are embedded across service delivery and operational processes.
• Drive continual service improvement initiatives to enhance customer satisfaction and operational efficiency.

• Significant experience managing an IT Service Desk, IT Operations, or Technical Support team.
• Strong leadership and people management experience within a customer-focused IT environment.
• Excellent understanding of ITIL principles, including Incident, Problem, Request, and Knowledge Management.
• Experience managing service performance, KPIs, SLAs, workforce planning, and operational reporting.
• Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or similar.
• Excellent communication, stakeholder management, and organisational skills.
• Ability to lead teams through change while maintaining high service standards.
• Experience working with third-party suppliers and cross-functional technical teams., * managing an IT Service Desk, IT Operations or similar: 2 years (required)

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