Information Technology Service Desk Manager
Information Technology Service Desk Manager
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Join Go-Ahead Group as our Service Desk Manager – Lead the Charge in IT Excellence
Are you a seasoned IT leader ready to energise service delivery across a dynamic organisation? Go-Ahead Group is on the hunt for a Service Desk Manager to take centre stage in shaping how our colleagues experience technology support. This pivotal role sits within our Group IT function, driving day-to-day operations of the Service Desk while partnering with IT stakeholders to deliver outstanding service outcomes.
If you thrive in high-impact environments, have a sharp technical edge, and know how to inspire a team — we want you on board.
What You’ll Lead & Deliver
* Oversee Service Desk operations, ensuring top-tier support across the business
* Drive collaboration between 1st and 2nd line support for faster, smarter issue resolution
* Champion ITIL-aligned processes that balance best practice with agile execution
* Mentor, recruit and grow a team that delivers with purpose and passion
* Be the voice of service excellence — from incident escalation to stakeholder engagement
Who You Are
* A proven supervisor in IT service delivery with deep tech know-how
* A confident communicator who builds strong relationships at every level
* Solution-oriented, strategic and driven to improve the service experience
* Skilled in stakeholder navigation across complex organisational landscapes
* Comfortable with both operational leadership and hands-on problem-solving
Why Join Us?
* Make your mark in a fast-evolving transport and infrastructure group
* Be part of a culture that values innovation, inclusivity and continuous improvement
* Collaborate with dedicated teams in ITSM, delivery and operations
* Enjoy clear responsibility, growth opportunities and meaningful impact
Please note that you will be required to attend the office a minimum of 4 days per week in Newcastle
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Urban Transit Services and IT Services and IT Consulting
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