IT Group Service Desk Manager
We are 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 senior leadership role carries 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 the 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
* Proven experience leading a large IT Service Desk in a medium‑large organisation
* Strong people leadership and stakeholder management skills
* Deep understanding of IT Service Management / ITIL environments
* Ability to balance strategic improvement with day‑to‑day operations
* Confident decision‑maker with strong prioritisation skills
* Experience influencing senior stakeholders across the business
* Willingness to travel in line with business needs
Desirable
* ITIL qualification
* IT or Project Management qualification
* Experience driving ITSM automation and service transformation
* Full UK driving licence
#J-18808-Ljbffr