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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Lloyd's Register Group Services Limited - **Location:** Birmingham, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Microsoft Azure, Cloud Computing, Cyber Security, Issue Tracking Systems, Information Technology Operations, Information Technology, Cisco - **Published:** November 8, 2026 - **Apply:** https://www.totaljobs.com/job/it-support-manager/lloyd-s-register-job108301283 ## 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. Technical Expertise: * In-depth knowledge of ITIL frameworks, with a preference for ITIL 4. * Familiarity with Halo ITSM, or other enterprise-grade ITSM tools. * Understanding of IT infrastructure and technologies, including Windows, Active Directory, networking, and cloud-based solutions. Skills and Competencies: * Exceptional interpersonal and communication skills, able to engage effectively with stakeholders at all levels. * Strong analytical and problem-solving skills, with a focus on root cause analysis and preventive measures. * Ability to manage competing priorities and work effectively under pressure. * Commitment to fostering a customer-centric culture within the Service Desk team. Desirable: * Experience in managing global teams and working across multiple time zones. * Knowledge of agile & DevOps methodologies and their application to IT operations. * Relevant certifications, such as Microsoft, Cisco, or cloud platforms (Azure, AWS). ## Description * Lead the global Service Desk function, ensuring the delivery of high-quality IT support services to LRQA employees worldwide. * Manage and develop a team of Service Desk Team Leads and Service Desk Analysts to achieve operational excellence. * Act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption. * Continuously improve processes, tools, and service levels to align with industry best practices and organizational goals. * Foster a culture of service excellence, collaboration, and continuous learning within the team. Key Responsibilities: Team Leadership and Management: * 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. Service Delivery and Continuous Improvement: * 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. Incident Management and Escalation: * 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 Incidnet Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible. Collaboration and Stakeholder Engagement: * Build strong relationships with key stakeholders across LRQA to ensure the Service Desk aligns with business needs. * Partner with other IT teams (e.g., ITSM, Cyber Security, Infrastructure) to provide seamless support and drive alignment on cross-functional initiatives. Reporting and Communication: * Provide regular reporting on service desk performance, highlighting trends and recommending actionable improvements. * Contribute to monthly service reports and present updates in monthly service review meetings. * Communicate effectively with both technical and non-technical audiences, ensuring clear updates on issues and resolutions. Technology and Tools Management: * Manage the Service Desk's tools and platforms, such as ticketing systems and knowledge bases, to optimise support and self-service capabilities. * Evaluate and recommend new technologies to enhance the efficiency and effectiveness of the Service Desk., Behavioural Competencies (BCs) * Takes responsibility for delivering customer needs (G3) + Listens and asks questions to gain an understanding of customer needs and expectations + Ensures that colleagues are aware of customer needs and understand how their role impacts the customer + Anticipates customer needs, actively seeking feedback to improve satisfaction + Takes responsibility for resolving problems within the scope of his/her experience o Balances customer needs with safety, operational and commercial constraints * A key player in building and maintaining a positive team culture (G4) + Sets a personal example through actively creating a positive, inclusive and safe working environment + Recognises and capitalises on team diversity to achieve the best possible results + Fosters relationships across functional and geographic boundaries to share technical expertise and best practice + Proactively addresses cross-functional conflicts to find win-win solutions + Credits individual contributions and celebrates team accomplishments * Demonstrates a range of influencing techniques for positive impact (G4) + Communicates functional/team vision, plans and decisions in a way that engages team members, gaining buy-in and support + Sells ideas by linking benefits to needs, i.e. 'what's in it for them', identifying key stakeholders, and building strategies to influence them + Identifies and uses the tone, method, channel and content that will have the greatest impact, adapting style and delivery to suit audience + Negotiates confidently in difficult situations, maintaining good relationships, and actively applying LRQA values + Communicates credibly in all situations, and is aware of personal impact * Takes a commercial view when making decisions and taking action (G3) + Demonstrates an understanding of how key decisions and strategies affect the top and bottom line + Considers cost implications and benefits of actions and decisions with awareness of budget + Balances time, cost and quality variables without compromising on health and safety + Uses resources effectively and identifies appropriate alternatives /efficiencies + Initiates improvements to cut costs, improve efficiencies or seize opportunities * Solves complex problems (G4) + Uses a range of tools and techniques to break down complex issues and evaluate potential solutions + Thinks inclusively, innovatively and commercially in generating a wide range of solutions and best courses of action o Makes sound decisions in the face of ambiguity + Shows integrity and accountability for outcomes for decisions made, communicating lessons learned + Coaches and empowers others to reach own decisions and solutions, without micro-managing * Plans and prioritises workload to ensure goals/targets are achieved (G3) + Is well-organised, using structured plans, prioritising and managing time effectively to meet deadlines and targets + Balances a range of conflicting priorities and tasks to determine the best way forward + Holds regular team reviews to track goals, giving clear feedback to drive performance and address issues + Identifies barriers to achievement and actively seeks to minimise them + Demonstrates a high level of drive, enthusiasm and a positive attitude to work, remaining calm under pressure