Service Desk Manager

Job DescriptionIT Service Desk Team LeaderAn organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function.This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door. Key ResponsibilitiesLead and develop a team of ~10-15 Service Desk Analysts in a 24×7 environmentOversee day-to-day Service Desk operations (incidents & service requests)Ensure delivery against SLAs, KPIs, and customer satisfaction targetsAct as escalation point for major incidents and operational issuesManage rota planning to maintain continuous support coverageDrive improvements such as first-time fix and shift-left initiativesMonitor and improve key metrics (SLA, FTF, ASA, CSAT)Maintain high standards in ticket quality, documentation, and knowledge managementCollaborate with wider IT teams (2nd line, technical operations, service management)Support major incident processes and service

improvement initiativesPromote ITIL best practice (Incident, Problem, Change, Request) Experience RequiredProven experience in a Service Desk Team Leader / Supervisor / Senior AnalystsStrong experience managing or mentoring Service Desk teamsTrack record delivering against key Service Desk KPIsExperience within ITIL-based service environmentsStrong incident & escalation management experience, including major incidentsHands-on use of ITSM tools (e.g. ServiceNow or similar)Experience driving service improvements (shift-left, knowledge management, process optimisation)Experience supporting multi-site or enterprise environments Key AttributesCustomer-first mindset with strong awareness of business impactConfident leader able to motivate and develop teamsCalm and decisive under pressure, especially during major incidentsStrong communication skills across technical and non-technical audiencesCollaborative, proactive, and solution-oriented approachFocus on continuous improvement and service excellenceHigh attention to detail and accountability for outcomesResilient and adaptable in fast-paced, always-on environments