> Markdown version of [/jobs/ext/2466057-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/2466057-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** OCU Group - **Location:** Preston, UK - **Contract:** Permanent contract - **Skills:** Data Analysis, JIRA, Knowledge Management, Microsoft Power Automate, Servicenow - **Published:** August 5, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=1de61bdaeb2b596b ## About the Role You will bring proven experience leading a Service Desk, 1st Line Support or Request Fulfilment function within a complex, multi-site or global enterprise environment. You are passionate about customer experience, operational excellence and team development, with a strong track record of improving service performance through automation, self-service and continuous improvement., * Experience managing a Service Desk, 1st Line Support or Request Fulfilment team supporting large-scale enterprise environments (5,000+ users). * Strong understanding of ITIL/ITSM practices across incident, request and knowledge management. * Experience with enterprise ITSM platforms such as ServiceNow, Freshservice or Jira. * Demonstrable success delivering automation, self-service and service improvement initiatives. * Strong analytical skills with experience using service performance data to drive decision making. * Experience operating multi-region or follow-the-sun support models. * Proven people leadership, coaching and team development experience. * Excellent stakeholder management and communication skills. * ITIL v4 Foundation or equivalent certification. * Experience with service automation platforms such as Microsoft Copilot or Power Automate. * Knowledge of ISO 27001, ISO 22301 or Cyber Essentials Plus. * Experience with Lean, Six Sigma or other continuous improvement methodologies. * Experience developing structured analyst training and career progression programmes. ## Description As Service Desk Manager (1st Line & Request Fulfilment), you will lead the team that sits at the front door of OCU's Technology function, supporting approximately 6,000 colleagues across multiple regions. This is a high-impact leadership role responsible for delivering outstanding customer experience, operational excellence, and continuous improvement across phone, portal, chat and self-service channels. Reporting to the Service Operations Manager, you will own the end-to-end 1st Line operating model, ensuring colleagues receive fast, effective support while driving automation, self-service adoption and service quality improvements. You'll lead a multi-region team, optimise service performance through data-led decision making, and work closely with technology teams and service partners to enhance the overall user experience. This is more than a traditional Service Desk management role. We're looking for a proactive leader who can build scalable processes, improve first-contact resolution, reduce customer effort, and create a high-performing, customer-focused culture. You'll play a key role in delivering OCU's ambition to become a world-class, award-winning Service Operations function., * Lead 1st Line support and request fulfilment services across phone, portal, chat and walk-up channels. * Drive service performance against key metrics including SLA, XLA, CSAT, first contact resolution and ticket quality. * Own triage, routing and workload management processes to ensure efficient resolution and seamless escalation. * Develop and deliver self-service, automation and shift-left initiatives that reduce demand and improve colleague experience. * Manage and enhance the service catalogue, knowledge base and request fulfilment processes. * Lead major incident communications and front-line service response activities. * Drive continuous improvement through data analysis, customer feedback and service reviews. * Build, coach and develop a high-performing multi-region team, creating clear career pathways and capability development programmes. * Partner with Technology, Engineering, Security and managed service providers to improve end-to-end service delivery. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Robots are coming into the wild! 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