Service Desk Manager

This is a key leadership role responsible for delivering a responsive, technically capable and security-aware support service across the business. You will lead a dedicated team of IT support professionals, overseeing day-to-day Service Desk operations across traditional IT support requests as well as cyber and security-related tickets.

Working closely with senior IT and Cyber Security stakeholders, you will act as the operational bridge between users and specialist technical teams, ensuring incidents, service requests and security concerns are effectively triaged, prioritised and resolved.

Key Responsibilities

• Lead the day-to-day operation of the integrated IT Service Desk.
• Manage team workload, resource allocation and skills coverage.
• Ensure incidents, requests and security tickets are correctly triaged, prioritised, escalated and resolved within agreed SLAs.
• Act as the escalation point for high-priority incidents and security-related events.
• Monitor Service Desk performance, queue health, customer satisfaction and operational KPIs.
• Lead, coach and develop a high-performing technical support team.
• Maintain Service Desk procedures, knowledge articles and operational documentation.
• Drive improvements across self-service, automation, knowledge management and user experience.
• Support the effective operation of the ITSM platform, including workflows, reporting and categorisation.
• Work closely with Cyber Security, Infrastructure, Engineering and wider business stakeholders.
• Use operational data and trends to identify recurring issues and implement long-term improvements.
• Ensure IT and security tickets are managed in line with governance, compliance and security requirements., This is an opportunity to take ownership of a critical IT function within a growing organisation. You will have the scope to develop the team, improve how the Service Desk operates and play an important role in the wider technology transformation of the business.

The successful candidate will combine strong technical credibility with excellent people leadership. You’ll be comfortable managing competing priorities, making decisions during escalations and creating a Service Desk environment built around accountability, service quality and continuous improvement.

• Proven experience leading a Service Desk, Technical Support or IT Operations team.
• Strong people management experience, including performance management, coaching and workload allocation.
• Strong understanding of Incident, Request, Problem and Major Incident Management.
• Experience working with ITSM platforms, including queues, workflows, SLAs and reporting.
• Strong technical understanding of Microsoft 365, Defender, identity and access management, endpoint technologies and networking.
• Experience managing high-priority incidents and operational escalations.
• Strong analytical skills with the ability to use data to improve service performance.
• Excellent stakeholder management and communication skills.
• Experience managing performance against KPIs, SLAs and operational targets.

Desirable Experience

• ITIL 4 Foundation Certification or higher.
• Experience managing cyber or security-related tickets.
• Knowledge of GDPR, ISO 27001, Cyber Essentials or similar security frameworks.
• Experience within insurance, financial services or another regulated environment.
• Experience supporting hybrid and multi-site businesses.
• Experience implementing automation, self-service or wider Service Desk improvements.

LNJ Recruitment is working on behalf of a growing insurance business to recruit an experienced Technical Service Desk Manager to lead its IT Service Desk function.