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# Service Desk Manager- St Helens

- **Company:** FDM Group
- **Location:** Merseyside, United Kingdom
- **Experience:** Experienced
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Cyber Security, Knowledge Management, Operational Data Store, Power BI, Microsoft InTune, Tools for Reporting
- **Published:** November 11, 2026
- **Apply:** https://www.reed.co.uk/jobs/service-desk-manager-st-helens/57557876

## About the Role

Our client is seeking an experienced, energetic and customer focused Service Desk Manager to lead their ICT Service Desk through an important period of service improvement and transformation. The Service Desk is the front door into ICT for colleagues across the organisation, so this role needs visible, hands on leadership. You will make sure incidents and service requests are managed well, keep customer communication clear and drive delivery against agreed service standards. The ICT function is moving its IT Service Management to Sunrise ITSM and building more consistent ITIL aligned ways of working. That gives you a real chance to shape how the Service Desk runs and how the new platform is adopted. You will task manage a team of six Service Desk analysts, many of whom are early in their careers, and help them improve how they handle tickets and escalate issues. You will get a dedicated desk, free parking close to the train station and a choice of Mac or Windows device., * Minimum of 3 years' experience managing or leading an ICT Service Desk, IT support function or comparable technology support service.

 * Experience managing and developing people in a busy operational environment.
 * Practical understanding and application of ITIL and IT Service Management principles.
 * Experience managing incidents, major incidents, escalations, service requests, SLAs, KPIs, ticket queues and backlogs.
 * Experience using an enterprise Service Desk or ITSM platform.
 * Strong customer service and stakeholder communication skills, with a positive, can do attitude and the confidence to push the team where needed.
 * Ability to use operational data and trends to find problems and drive measurable improvement.
 * Desirable: ITIL 4 Foundation or higher, experience with Sunrise ITSM, Power BI or similar reporting tools, Microsoft 365, Entra ID and Intune, ISO/IEC 20000 or 27001, and public sector ICT experience.

## Description

FDM is a global business and technology consultancy seeking a Service Desk Manager to work for our client within the government sector. This is initially a 12 month contract with the potential to extend and will be a fully office based role that will be based in St Helens., * Provide visible day to day leadership to the Service Desk team, setting clear priorities, managing workloads and rotas, and coaching team members in their development.

 * Make sure incidents are logged, categorised, prioritised and assigned correctly. Monitor queues, ageing tickets and SLA performance, and act on tickets at risk of breaching.
 * Coordinate the operational response to major ICT incidents, including engaging technical teams and suppliers, keeping stakeholders updated and supporting post incident reviews.
 * Oversee service request fulfilment, find delays and bottlenecks, and standardise repeatable processes.
 * Spot recurring incidents and trends, and work with technical teams to drive root cause analysis and permanent fixes.
 * Produce clear operational reporting on volumes, SLA achievement, backlog, first contact resolution and customer satisfaction, and use it to drive improvement.
 * Develop knowledge management and self service so that first contact resolution goes up and avoidable demand goes down.
 * Play an active role in implementing and adopting Sunrise ITSM, including workflows, categories, SLA configuration, dashboards and User Acceptance Testing.
 * Build strong working relationships with infrastructure, systems, cyber security and other ICT resolver teams, as well as with external suppliers.