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# Service Desk Manager

- **Company:** Hackajob Ltd
- **Location:** London, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Computing Platforms, JIRA, Cloud Computing, Software Engineering, SC Clearance
- **Published:** October 22, 2026
- **Apply:** https://www.totaljobs.com/job/it-support-manager/hackajob-ltd-job108212738

## About the Role

You are a motivated and adaptable professional with a strong analytical mindset and a passion for using technology to solve real-world problems. You enjoy working in collaborative, agile teams and take pride in delivering high-quality solutions that make a tangible impact. With strong communication skills and a consultative approach, you're comfortable engaging with clients, understanding their needs, and translating them into effective outcomes., * Experience: 5+ years managing a busy, mature Service Desk function.

 * Security Clearance: Active UK SC Clearance (minimum requirement).
 * Platform Expertise: Advanced knowledge of Jira (Incident/Service Management) with a proven track record of aligning Jira workflows to operational needs quickly.
 * Environment: Experience supporting technical end-users (analysts, engineers) and interfacing directly with Cloud and Software Development resolver groups.
 * Incident Leadership: Strong judgment in triaging, first-line fixing, and escalating specialist issues.

Desirable Skills

 * Experience administering AWS products, particularly AWS Workspaces.
 * ITIL certification or strong working knowledge of ITIL frameworks.

## Description

We are seeking an experienced Service Desk Manager with 5+ years of hands-on leadership experience to oversee a mature support service environment. You will manage the end-to-end service desk function supporting approximately 400+ technical end-users (primarily analysts) while coordinating closely with resolver groups across Cloud and Software Engineering teams.

You will take immediate ownership of the triage process, ensure first-line issues are resolved efficiently and leverage your technical acumen to know precisely when and how to escalate complex tickets to specialist engineering teams., * Lead and optimise the daily operations of a fast-paced, mature Service Desk supporting 400+ end-users.

 * Own the triage process, driving immediate improvements to first-contact resolution, incident management and ticket routing.
 * Oversee first-line support operations, taking direct responsibility for incident resolution, and reporting and monitoring SLA performance.
 * Manage escalation pathways to higher-tier resolver groups within Cloud and Software Engineering teams without creating bottlenecks.
 * Rapidly adapt to and manage the Jira environment, optimising workflows, queues and reporting to fit the service's specific operational context.
 * Maintain high satisfaction levels across a technical user base composed mainly of data and systems analysts.