We’re looking for a Service Desk Manager (Grade 13) to join the Technology function at Elexon on a permanent basis.
In this role, you’ll lead the Service Desk function, ensuring high-quality first-line support services are delivered to users across Elexon. You’ll be responsible for driving service performance, customer satisfaction, and continuous improvement, while managing a team and working closely with suppliers and internal stakeholders.
This is a key leadership role focused on delivering a responsive, efficient, and customer-focused support service, supporting critical systems that underpin the GB electricity market.
What you’ll do:
* Lead and manage the Service Desk team, ensuring high-quality support delivery
* Oversee incident, request, and query management, ensuring resolution within agreed SLAs
* Monitor and report on service desk performance metrics, identifying trends and improvement opportunities
* Drive continuous improvement initiatives to enhance service quality and user experience
* Act as an escalation point for major or high-priority incidents
* Ensure effective use of ITSM tools and processes, aligned to ITIL best practice
* Collaborate with suppliers and internal teams to resolve issues and improve service delivery
* Maintain and improve knowledge management systems and support documentation
* Support user onboarding, access management, and service adoption activities
* Build strong relationships with stakeholders to ensure customer needs are understood and met
What you’ll bring:
* Experience leading a Service Desk or IT Support team
* Strong understanding of IT service management (ITIL) principles
* Experience managing incident, request, and escalation processes
* Strong leadership and people management skills
* Experience working with ITSM tools (e.g. ServiceNow, Jira)
* Strong stakeholder and customer management skills
* Ability to drive service improvement and performance optimisation
* Strong organisational and problem‑solving skills
* Experience working in multi‑supplier or complex environments (desirable)
* Experience in regulated or utilities sectors (desirable)
What’s in it for you:
* Salary - £80,000
* Excellent benefits including bonus, private medical insurance and generous pension scheme
* The opportunity to work within a thriving organisation which can support your growth and development
* We operate a hybrid working approach with 2 days in our London office
Equal opportunity and diversity statements
* Provide true equality of opportunity
* Attract and retain diverse talent
* Listen to all voices
* Be representative of the communities we work in
* Be a role model for Diversity and Inclusion in the industry
Elexon together, embracing differences, listening to all voices
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