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