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# Global Service Desk Manager

- **Company:** Clearwater People Solutions Ltd
- **Location:** Birmingham, UK (Remote available)
- **Experience:** Expert
- **Salary:** £60,000.0 - £65,000.0
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Active Directory, Cloud Computing, Working Model 2D, Infrastructure as Code (IaC), Information Technology
- **Published:** October 16, 2026
- **Apply:** https://www.hiredonline.co.uk/jobs/225731790-global-service-desk-manager/clearwater-people-solutions

## About the Role

* At least 5 years' experience in a similar role managing a global or regional Service Desk function.
 * Strong leadership experience, including managing teams with multiple reporting lines.
 * Background in IT service delivery within a medium to large enterprise environment.

 * In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.
 * Understanding of IT infrastructure and technologies, including Windows, Active Directory, networking, and cloud-based solutions.

## Description

Our client is currently recruiting for a Global Service Desk Manager to lead their global Service Desk Function. The Global Service Desk Manager must have experience of managing a team that supports global users previously and will act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption., * Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.

 * Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development.
 * Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.
 * Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
 * Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
 * Implement and maintain ITIL best practices for the delivery of Service Desk function.
 * Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
 * Collaborate with the ITSM team to support business users with incident and service requests.
 * Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.
 * Providing OOH Major Incident Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible., Role: Lead Network Architect with Infrastructure as Code (IaC) Type: Contract (6 Months) Location: Bristol, Birmingham & London, UK Working Model: Hybrid (3 days per week in office) The Role We are se…
1d ago