IT Service Desk Manager (Contract) Inside IR35 - 3-6 Months contract SC Security Clearance required £290-£310/Day Gloucestershire Based An exciting opportunity has arisen for an experienced Service Helpdesk Manager to lead a dynamic ICT Service Desk team. This role is ideal for someone passionate about delivering high-quality technical support and driving continuous improvement in service delivery. The successful candidate will be responsible for managing day-to-day operations, ensuring service excellence, and fostering a high-performing team culture. Key Responsibilities * Lead and manage the ICT Service Desk team, providing guidance, coaching, and performance management. * Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction. * Monitor and report on service desk performance metrics, including SLAs and KPIs. * Develop and maintain service desk processes and documentation to ensure consistency and compliance. * Drive service improvement initiatives based on performance data and user feedback. * Collaborate with technical teams and stakeholders to resolve complex issues and support service transitions. * Manage the out-of-hours support rota and ensure appropriate coverage for critical incidents. Essential Skills & Experience * Demonstrable experience managing an ICT Service Desk or Helpdesk function. * Strong leadership and team management capabilities. * Excellent communication and stakeholder engagement skills. * Proficiency in monitoring and reporting on service performance. * Familiarity with ITIL principles and service management processes. Desirable Qualifications * ITIL Foundation or higher certification