Salary: £35,000 - 39,000 per year Requirements: Strong experience in IT support and service delivery Solid understanding of service management (e.g., ITSM disciplines, toolsets) Excellent customer service and stakeholder engagement skills Experience with service management tools (e.g., ServiceNow, Halo) ITIL Foundation qualification COMPTIA A (or equivalent) MD-102 (or equivalent) MDM subject matter expertise Telephony platform administration experience Experience coordinating Major Incidents Good understanding of IT asset management Strong communication skills Ability to lead, motivate and develop a team Problem-solving mindset with a proactive and flexible approach Ability to manage conflicting demands and work independently or collaboratively Responsibilities: Lead, coach, and develop a team of IT Support Analysts Oversee daily IT service desk operations and monitor KPIs Act as escalation point for complex incidents and major incidents Analyse incident trends and support problem management Maintain strong customer relationships and manage escalations professionally Improve service desk processes, tools, and documentation Maintain accurate knowledge articles, user guides and procedures Technologies: Support ITIL ITSM ServiceNow More: We are a leading provider of Facilities Management services located near Salisbury, Wiltshire. This is a hands-on leadership role where you will oversee critical operations and ensure high levels of customer satisfaction while driving continuous improvement. We offer a competitive salary range of £35K-£39K plus benefits. Our team values diversity and inclusion, and we are a Disability Confident Employer. last updated 7 week of 2026