IT Group Service Desk Manager
We're looking for an experienced IT Group Service Desk Manager to lead and evolve our 24/7 European IT Service Desk, within a 3-Star SDI-accredited, customer-led environment.
This is a senior leadership role with full accountability for service delivery, people leadership, major incident management and continuous improvement
What You'll Do
* Lead and manage the 24/7 European IT Service Desk operation
* Build, mentor and develop a team of Team Leads and Analysts
* Own Major Incident Management, acting as senior escalation point
* Drive service excellence through strong ITSM processes and governance
* Define and deliver the Service Desk strategy, KPIs and service reporting
* Strengthen stakeholder relationships across IT and the wider business
* Lead service improvement initiatives, automation and knowledge management
* Manage budgets for service improvements, tooling and refresh cycles
* Ensure SOx compliance and operational control
What You'll Bring
1. Proven experience leading a large IT Service Desk in a medium–large organisation
2. Strong people leadership and stakeholder management skills
3. Deep understanding of IT Se...