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# IT Service Desk Manager

- **Company:** Ellison Institute, LLC
- **Location:** Oxford, UK
- **Experience:** Expert
- **Salary:** £47,128.0
- **Contract:** Permanent contract
- **Skills:** JIRA, Knowledge Management, Information Technology
- **Published:** October 8, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5917209602

## About the Role

* Extensive experience leading and developing an IT Service Desk or technical support function within a complex organisation.
 * Proven success improving Service Desk performance, maturity, processes and customer experience.
 * Strong practical knowledge of ITIL and IT Service Management, ideally supported by ITIL v4 certification.
 * Experience across Incident, Request, Knowledge, Problem and Change Management.
 * Strong understanding of SLAs, OLAs, KPIs, service reporting, escalation and continual improvement.
 * Significant experience with ITSM platforms such as Jira Service Management or equivalent.
 * Strong people leadership, coaching, analytical, communication and stakeholder management skills.
 * Sound judgement and decision-making in complex, sensitive or high-pressure situations
 * Advanced ITIL qualifications, Service Desk transformation experience, or experience in scientific, research or technology environments would be advantageous.

## Description

At EIT we are seeking a proactive, process driven IT Service Desk Manager. The IT Service Desk Manager is responsible for leading and continually improving EIT Oxford's IT Service Desk, ensuring a responsive, professional and high-quality support experience. As the primary entry point into IT, the Service Desk handles incidents, requests, support and guidance, with this role accountable for maintaining operational excellence and a white-glove user experience.

This operational role requires strong Service Desk leadership experience, practical knowledge of ITIL and IT Service Management, and the ability to develop people, processes and capabilities within a complex, fast-moving organisation. Working closely with the Head of IT Services and wider IT teams, the role will own day-to-day Service Desk performance and drive continual improvement across IT service delivery.

Your Responsibilities:

 * Lead and develop the IT Service Desk team, promoting ownership, accountability, professionalism and excellent customer service.
 * Own day-to-day Service Desk performance, including ticket prioritisation, workload management, escalation, communication and resolution.
 * Maintain strong standards across SLA/OLA performance, first-contact resolution, ticket quality and effective hand-offs between teams.
 * Act as the senior escalation point for complex or sensitive issues and identify recurring demand, bottlenecks and service improvement opportunities.
 * Apply practical ITIL and Service Management principles, ensuring processes are proportionate, effective and consistently followed.
 * Improve ITSM data quality, workflows, automation, self-service and knowledge management.
 * Support Incident, Major Incident, Problem and Change Management activities, including communications and operational readiness.
 * Define and review Service Desk KPIs, using performance data and customer feedback to drive continual improvement.
 * Build strong relationships across EIT and ensure the Service Desk continues to meet evolving scientific, technical and operational needs.

What Success Looks Like:

 * A capable, engaged and accountable Service Desk team with clear ownership and performance standards.
 * Consistently high-quality support, strong customer satisfaction and a trusted reputation across EIT.
 * Measurable and well-managed service performance, with reduced backlog, aged tickets, escalations and repeat incidents.
 * Consistent application of ITIL and Service Management practices, supported by effective knowledge, automation and self-service.
 * Strong participation in Incident, Problem and Change Management, with effective collaboration across IT and the wider Institute.
 * A clear culture of continual improvement driven by service data and customer feedback.