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# IT Service Desk Manager

- **Company:** Seven Group Holdings Limited
- **Location:** Chichester, UK
- **Experience:** Experienced
- **Salary:** £52,000.0
- **Contract:** Temporary contract
- **Skills:** Information Technology Operations, Knowledge Management, Servicenow
- **Published:** August 6, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=cccaaf9651c405ca

## About the Role

* 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)

## Description

* 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.


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