Overview
Bytes Software Services is a Technology company established in 1982 with 800+ employees across six locations in the UK and Ireland. We modernise and digitally transform IT infrastructures for SMEs, corporates and public sector organisations. We invest in employees through ongoing support, training and career progression.
Your Future Starts Here
Why Bytes?
* Over 800 staff (plans to double in size over the next 5 years)
* Hybrid working environments with offices in Leatherhead, Reading, London, Manchester, Port Solent and Dublin
* Awards including Sunday Times Top 100 Best Places to Work
* Excellent training and career prospects
* Modern office with gym, canteen, open plan, smart casual dress code, incentives and events
* Commitment to diversity and sustainability, plus support for 85+ charities
Purpose of the Job
The End User Compute (EUC) Service Desk Manager reports to the Head of IT and leads the IT Service Desk team to deliver high-quality, customer-focused support services. The role oversees day-to-day Service Desk operations, Service Improvement, Identity & Access Management (IAM), Software Provisioning, and hardware provisioning/procurement for laptops, mobile devices and related equipment. This position ensures end users receive timely, effective, and secure IT support aligned with business needs and industry best practices.
You will be responsible for
* Lead and manage the IT Service Desk team to deliver high-quality end user support, ensuring incidents and requests are resolved within agreed SLAs
* Oversee Identity & Access Management (IAM), including user lifecycle processes, access controls, and security standards compliance
* Manage end-to-end hardware provisioning for laptops and mobile devices, including procurement, deployment, lifecycle management and asset tracking
* Define and enforce device standards, configurations and security controls using MDM and endpoint management platforms
* Drive continual service improvements through automation, self-service solutions, knowledge base development and performance reporting
* Collaborate with IT and business stakeholders, acting as the escalation point for critical issues and ensuring excellent customer experience
Key Responsibilities
Service Desk Management
* Lead, mentor and develop the Service Desk team to deliver excellent customer service and technical support
* Ensure efficient handling of incidents, service requests and escalations within defined SLAs
* Develop, monitor and report on KPIs/metrics to track Service Desk performance and user satisfaction
* Drive continual service improvement initiatives, including automation, self-service portals and knowledge base development
* Manage vendor relationships where third-party support services are involved
Identity & Access Management (IAM)
* Oversee user lifecycle management (joiners, movers, leavers) and enforce access control policies
* Ensure compliance with security standards, governance and audit requirements
* Implement and maintain IAM processes to support role-based access and least privilege
* Collaborate with Security teams to monitor access risks and remediate issues
* Manage procurement, provisioning, deployment and lifecycle of laptops and mobile devices
* Define and enforce device standards, configurations and security controls (e.g., MDM, encryption)
* Maintain accurate inventory and asset management records
* Ensure timely delivery of hardware to new hires and replacements for staff
* Collaborate with vendors to manage stock, warranties and support contracts
* Act as primary escalation point for critical end-user IT issues
* Build strong relationships with business stakeholders to understand needs and ensure effective IT service delivery
* Work with Infrastructure, Security and Application teams to provide integrated support
* Manage EUC service budgets, including hardware and software licensing costs
Individual responsibilities
* Work with Head of IT and stakeholders to fulfil IT strategy
* Create processes to maintain high-quality EUC Service Desk services
* Develop and manage team members to meet organisational and personal objectives
* Manage staffing levels to meet business demands
* Define, maintain and monitor documentation, delivery standards and working practices
* Ensure requests are managed and delivered in line with SLAs
Qualifications, Experience & Skills
Educational Qualifications
* ITIL Framework - DESIRABLE
Professional Qualifications
* Proven experience managing an IT Service Desk or End User Computing function - ESSENTIAL
* Strong knowledge of ITIL practices and Service Desk operations - ESSENTIAL
* Experience with IAM processes and tools - ESSENTIAL
* Knowledge of device management platforms - ESSENTIAL
* Excellent leadership, people management and stakeholder communication skills - ESSENTIAL
* Strong problem-solving ability and a customer-first mindset - ESSENTIAL
* Work within ITIL framework - ESSENTIAL
Years of Experience
* Hold a similar role in a large team - ESSENTIAL
Other Requirements
* Experience with automation and self-service solutions - DESIRABLE
* Knowledge of compliance frameworks (ISO 27001, GDPR, etc.) - DESIRABLE
Core Competencies & Skills
* Ability to review, create, develop and implement business processes
* Good organisational and people management skills
* Effective problem solving and customer-focused mindset
* Ability to work under pressure and on own initiative
* Presentable and articulate with ability to build credibility with staff
* Methodical, organised and detail-oriented
* Thrive in a fast-paced, dynamic environment
Job details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: IT Services and IT Consulting
Note: This description is based on the information provided and does not include external job postings or time-bound listings.
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