> Markdown version of [/jobs/ext/3196322-service-desk-manager-techshack](https://www.wearedevelopers.com/jobs/ext/3196322-service-desk-manager-techshack). 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 (TechShack)

- **Company:** Ocado
- **Location:** Hatfield, UK
- **Contract:** Permanent contract
- **Skills:** JIRA, Software as a Service, Knowledge Management, Scrum Methodology, Servicenow
- **Published:** September 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=dc80a901de055e2d

## About the Role

* Proven People Leader: Strong experience managing, mentoring, and developing IT support professionals, ideally across hybrid or multi-site locations.
 * Outstanding Communicator: Highly skilled in stakeholder management, handling complex technical escalations, and translating technical details into clear, business-friendly updates.
 * ITSM Tool Expert: Practical experience managing and configuring Freshservice (or a similar modern SaaS ITSM tool like ServiceNow or Jira Service Management).
 * Data & Process Driven: A proven track record of optimizing Incident, Request, and Knowledge Management processes, using data to measure and demonstrate continuous improvements.
 * Flexibility: Happy to work from the Hatfield office 3 days a week and travel to our Sunderland office once or twice a month (or vice versa)., * Relevant IT qualifications such as a degree, diploma, or equivalent professional IT training.
 * ITIL certifications (v3 or v4), with a keen interest in the full breadth and future evolution of Service Management frameworks.
 * Agile/Scrum certifications or experience working within an Agile delivery environment.

## Description

* Lead the TechShack: Provide inspiring leadership and day-to-day management to our support teams at Apollo Court (Hatfield) and Sunderland, building a cohesive, collaborative, and high-performing unified team.
 * Process Ownership & Optimisation: Design, own, and continuously refine our Incident, Request, and Knowledge Management processes, aligning them with ITIL best practices to ensure swift resolutions and an exceptional digital experience.
 * Embed a Service-Led Culture: Champion a customer-first, proactive, and "service-led" mindset across both the Apollo Court and Sunderland teams, ensuring a consistent, high-quality, and supportive experience for all IT users.
 * Ticket & Quality Management: Introduce and drive rigorous end-to-end ticket management practices, establishing clear Quality of Service (QoS) and operational metrics such as CSAT, First Contact Resolution, and SLA compliance.
 * High-Impact Escalation & Communication: Serve as the key coordinator and escalation point for major incidents, managing communications with clarity, empathy, and speed during high-pressure scenarios.
 * ITSM Excellence (Freshservice): Act as the subject matter expert for our ITSM platform, Freshservice. You will configure, optimise, and streamline workflows, portals, dashboards, and automations, while experimenting with AI-led capabilities to drive operational efficiency.