Are you a tech-savvy leader, passionate about delivering an excellent service? Do you thrive in fast-paced environments where your decisions directly impact the success of an organisation? If so, we want to hear from you. As our Service Desk Manager, youll be the driving force behind our IT support operationsensuring our users receive top-tier service and our systems run smoothly. Youll lead a high performing team, manage incidents, and continuously improve service delivery using data, feedback, and your own innovative thinking. Youll have responsibility for ensuring the IT Service Desk provides effective end-user support, implement the Colleges IT infrastructure policies and ensuring that we minimise the number of service desk calls. In this dynamic and fast paced role you will help achieve our Service Desks ultimate mission of delivering a high standard of support and customer satisfaction. What youll do Leading and mentoring a high-performing Service Desk team Managing day-to-day operations and acting as the go-to escalation point Driving service improvements using KPIs, feedback, and best practices Supporting AV and video conferencing across the College Playing a key role in exam delivery and IT project support Collaborating with stakeholders to enhance user experience and IT service quality What youll need: Proven experience managing an IT Service Desk ITIL v3/v4 Foundation or equivalent experience Strong knowledge of Microsoft 365, Windows 10/11, and ITSM platforms Excellent communication, leadership, and problem-solving skills A customer-first mindset and a passion for continuous improvement Why join us? Make a difference to the lives of Doctors and the specialities they work in every day! Hybrid working (60% working week can be done remotely) Modern working environment Equipment provided to work from home Generous annual leave allowance Excellent pension scheme Interest free season ticket loan and cycle to work scheme Employee Assistance Programme