As a Service Desk Manager, you will play a central role in establishing and leading newly created in-house IT Service Desk. Tasked with building a high-performing support function from the ground up, you’ll take ownership of day-to-day service operations while working closely with the Head of Service Delivery and the IT Solutions Architect to shape the long-term direction of IT support delivery.
Working collaboratively with your team of support engineers across multiple support tiers, you’ll foster a positive and high-accountability culture that puts people and performance at the centre of service delivery.
Key Responsibilities:
Service Operations & Delivery
* Oversee daily operations of the Service Desk, ensuring SLAs and KPIs are consistently met
* Manage workload distribution and prioritisation of incidents, service requests, and escalations
* Act as the primary point of escalation for high-priority or complex support issues
* Support and align with the other IT Streams – Security, Projects, Data, and Integration.
Process Development & Improvement
* Establish and refine ITIL-aligned service management processes, including incident, problem, and change management
* Drive continuous improvement initiatives based on service metrics, feedback, and root cause analysis
* Support the development and maintenance of knowledge base articles and documentation
Stakeholder Engagement & Reporting
* Liaise with internal stakeholders to ensure service alignment with business needs
* Produce regular reports on service performance, trends, and improvement plans
* Represent the Service Desk in broader IT planning and strategy discussions
Technology & Tooling Oversight
* Ensure effective use of ITSM tools and platforms to support ticket management and reporting
* Recommend and support the implementation of tools that improve efficiency and user experience
People Management and Development
* Team Development & Performance: Support, coach, and develop Service Desk staff to enhance technical skills, service delivery capability, and professional growth. Set clear performance expectations, provide constructive feedback, and promote individual accountability.
* Collaboration & Conflict Resolution: Foster a supportive and collaborative team environment. Address any challenges with transparency, fairness, and empathy to maintain a healthy team dynamic.
* Engagement & Wellbeing: Promote a positive and inclusive team culture by recognising achievements, supporting work-life balance, and championing wellbeing initiatives.
* Inclusive Environment: Create a team culture where diversity is respected, contributions are valued, and all colleagues feel empowered to contribute their best work.
* Talent & Career Growth: Assist with recruitment, onboarding, and succession planning. Provide opportunities for learning, certifications, and progression within the IT function.
Compliance & Risk Management
* IT Compliance & Risk Awareness: Ensure that all Service Desk operations adhere to relevant internal policies and external regulations (e.g., GDPR, information security policies).
* Issue Escalation & Reporting: Act as an escalation point for service and risk-related incidents, ensuring timely and appropriate resolution in line with risk management protocols.
* Training & Knowledge Sharing: Keep the team informed of changes in compliance requirements and security best practices. Encourage participation in training to foster awareness and accountability.
Operational Efficiency
* Service Process Optimisation: Continually review and improve Service Desk processes to enhance efficiency, reduce resolution times, and align with ITIL best practices.
* Resource & Cost Management: Monitor team workload, tool usage, and support resources to ensure optimal service delivery within budgetary constraints.
* Tooling & Automation: Identify opportunities to streamline support through automation and better use of ITSM platforms and integrations.
Continuous Improvement
* Service Performance & Metrics: Analyse service data and user feedback to identify trends, service gaps, and opportunities for improvement. Adjust processes or training as needed to enhance outcomes.
* Innovation & Best Practices: Stay up to date with industry developments in IT service management. Champion new ideas, tools, and practices that improve service quality and team effectiveness.
Essential:
* Proven experience in a Service Delivery Manager, Service Desk Manager, or IT Operations leadership role
* Demonstrable experience building, managing, and developing support teams within an ‘ITIL and best practice’ based service environments
* Strong understanding of IT service management frameworks (particularly Incident, Problem, and Change Management)
* Experience overseeing ITSM tools (e.g. ServiceDeskPlus, ServiceNow, Freshservice
* Ability to manage SLAs, KPIs, and service performance reporting effectively
* Track record of driving service improvements through analysis, feedback, and root cause identification
* Strong interpersonal and stakeholder management skills, with the ability to communicate effectively at all levels
* Experience handling escalations and working across departments to resolve complex IT issues
Desirable:
* ITIL Foundation certification (or higher)
* Experience establishing or restructuring a service desk or IT support function
* Understanding of cloud-based environments (e.g. Microsoft 365, Azure)
* Exposure to compliance, governance, and risk frameworks (e.g. GDPR, ISO 27001)
* Familiarity with automation tools or scripting that enhance service desk workflows
* Previous experience in a hybrid infrastructure or multi-site organisation
* Experience developing a Service Desk function
Location: Midlands - Leicester office/ Doncaster office
Working Type: 3 days a week in office and some on-site travel
Salary: £50 000 - £60 000 per annum