Service Desk Manager
Application Deadline: 31 May 2026
Department: Technology
Employment Type: Permanent
Location: Great Ormond Street Hospital Children's Charity
Reporting To: Simon Halls
Compensation: £53,000 / year
Description
Are you a people‑focused IT leader who knows how to build confidence, raise standards and keep things moving—even when the pressure is on?
Great Ormond Street Hospital Charity is looking for a Service Desk Manager to lead our Service Desk function and help shape the experience colleagues across the organisation have with technology and support.
This is not a hands‑off management role. We’re looking for someone who enjoys being close to the detail: coaching and motivating people day‑to‑day, solving problems, improving processes and stepping in when challenges need direction or momentum.
You’ll lead a small team supporting around 300 colleagues across Windows and Mac environments, while also playing a wider leadership role across Technology. You’ll need to balance service, strategy and operational delivery—creating an environment where people feel supported, standards stay high and problems are tackled properly, not just patched over.
This role requires someone who can build trust and strong relationships across the organisation, while also having the confidence to challenge, push back and influence when needed. You’ll work closely with senior stakeholders, helping them navigate priorities, understand risks and make informed decisions that support the wider organisation.
We’re looking for someone who is commercially minded, resilient and proactive—someone who enjoys improving how things work and has the determination to see things through.
Salary
The salary for this role is £53,000 per annum and you are required to work in the London office for 4 days per week.
In line with our EDI strategy and Total Reward policy, we calculate our salaries based on benchmarking data across the charity sector. To ensure fairness for existing staff and new joiners, we do not offer salaries above the advertised rate.
Key Responsibilities
* Lead and manage the Service Desk team, creating a supportive, accountable and high-performing culture with a strong focus on service quality and delivery.
* Coach, motivate and develop team members day-to-day, providing clear direction, regular feedback and practical support to help the team succeed.
* Take ownership of incident, problem and service request management processes, ensuring issues are resolved effectively and service standards are maintained.
* Lead the response to major or complex incidents, providing calm leadership, clear communication and practical problem-solving.
* Investigate recurring issues and operational challenges, identifying root causes and driving long-term improvements rather than short-term fixes.
* Build strong relationships across the organisation, acting as a trusted partner to teams and senior stakeholders while constructively challenging where needed.
* Produce and present service performance insights and recommendations, helping shape decisions and influence improvements across Technology services.
* Manage Service Desk tooling, processes and knowledge management to ensure services remain efficient, reliable and user-focused.
* Work closely with suppliers and support partners to ensure high-quality service delivery and effective issue resolution.
* Continuously look for opportunities to improve systems, processes and ways of working, helping the Technology function evolve and mature over time.
Skills, Knowledge and Expertise
* Significant experience leading a Service Desk or IT support function in a fast-paced environment.
* Strong people management experience, with the ability to coach, motivate and develop teams through both support and challenge.
* Experience managing incidents, operational issues and service improvements in a structured and effective way.
* Strong stakeholder management skills, with the confidence to influence senior leaders and push back constructively when required.
* Ability to communicate complex technical issues clearly and confidently to a wide range of audiences.
* Commercial and strategic mindset, with the ability to balance operational priorities with longer-term improvements.
* Strong problem‑solving skills, with the ability to dig into issues, identify root causes and drive meaningful change.
* Excellent organisational skills, with the ability to manage competing priorities and maintain high standards under pressure.
* Good understanding of IT service management principles and frameworks.
* Working knowledge of IT infrastructure, Active Directory, networks, security and device support across Windows and Mac environments.
Benefits
* 30 days annual leave (plus bank holidays)
* A flexible approach to working arrangements.
* Access to our enhanced pension scheme
* Life assurance
* Access to various health and wellbeing schemes, including the employee assistance programme.
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