Ict service desk manager

📢 ICT Service Desk Manager – Contract Opportunity

📍 Location: Hybrid – Scotland-based (regional site flexibility)

💷 Day Rate: £180 day (Inside IR35)via Umbrella

📅 Start Date: ASAP

⏳ Duration: 3 months initially, with a potential 4-week extension

🕒 Hours: 37 hours/week | Mon–Fri | Flexibility for 24/7 cover as required

🚗 Travel: Occasional travel between regional sites


About the Role

Are you an experienced ICT Service Desk Manager with a deep understanding of IT service delivery and operational excellence? We're looking for an interim professional to lead a review and improvement programme for a critical IT service desk operation.


In this role, you'll provide hands-on leadership, perform a gap analysis, and offer actionable recommendations to enhance the service desk's KPIs, SLAs, reporting structures, staffing model, and ITSM tooling.


This is a hybrid role, based from any of several regional offices across Scotland, offering a rare opportunity to make a measurable impact within a nationally recognised organisation.


What You’ll Be Doing

* Review and enhance the effectiveness of the 24/7 ICT Service Desk
* Conduct a comprehensive gap analysis across key service delivery areas
* Recommend improvements in KPI and SLA tracking, reporting, and escalation processes
* Assess current staffing models and propose efficiencies
* Evaluate and advise on ITSM tools, including potential enhancements
* Ensure best-practice change and incident management procedures are followed
* Support the service desk team through any process transitions


What We’re Looking For

✅ Degree in IT, Business Management, or equivalent experience

✅ Proven track record managing service desks in fast-paced, ITIL-compliant environments

✅ Strong incident, change, and problem management experience

✅ Familiarity with a wide range of IT systems, tools, and standards

✅ Knowledge of IT governance, compliance, and industry legislation

✅ Excellent stakeholder communication and analytical skills


Desirable

➕ ITIL certification

➕ Experience with SysAid or similar ITSM tools

➕ Flexibility to support occasional out-of-hours shifts


Why Apply?

This is your chance to shape a critical support function, lead meaningful change, and work flexibly across Scotland. If you're a results-driven service desk leader with a strong grasp of IT operations and strategic service design — we want to hear from you.


Apply now to be considered for this immediate-start opportunity.