Edinburgh, Scotland, United Kingdom Company: Bitrecruit Client / Employer: Occupop
Role Purpose
The Technology Service Desk Manager leads and manages the technology & end‑user support operations that enable Quorum Cyber's technology services. This role ensures that all technology infrastructure, systems and applications supporting our cybersecurity delivery teams, client services, and internal operations are maintained at the highest level of availability, security and performance.
Service Desk Operations Leadership
* Lead and manage a team of technical support specialists providing tier 1 and tier 2 support for all Quorum Cyber staff and systems.
* Oversee daily operations of the service desk including ticket management, incident response and service request fulfilment.
* Establish and maintain service level agreements (SLAs) for technology support services aligned with business requirements.
* Implement and manage IT service management (ITSM) processes following ITIL best practices, enhanced with AI‑driven automation.
* Coordinate with external vendors and managed service providers to ensure seamless technology support delivery.
* Deploy and optimise AI‑powered chatbots and virtual assistants for first‑line support and common issue resolution.
* Implement intelligent ticket routing and escalation systems using machine‑learning algorithms.
* Leverage automation tools to eliminate repetitive tasks and improve service desk efficiency.
* Occasional travel to QC Offices to support service desk activities and business requirements.
Team Leadership and Development
* Recruit, train and develop a high‑performing technical support team with expertise in cybersecurity technologies.
* Provide technical mentoring and career development opportunities for team members.
* Establish team performance metrics and conduct regular performance reviews.
* Foster a culture of continuous learning and professional development within the team.
* Coordinate training programs to keep the team current with evolving cybersecurity technologies.
Strategic Technology Planning
* Collaborate with senior leadership to develop service desk support roadmaps that support business growth and client service delivery.
* Evaluate and recommend new technologies and tools that enhance Quorum Cyber's service support capabilities.
* Manage Service Desk budgets and provide cost‑benefit analysis for ongoing investments.
* Lead Service Desk projects including system implementations, migrations and integrations.
* Develop and maintain Service Desk policies and procedures that support ITIL best practices.
* Champion the adoption of AI and automation technologies across all service lines to improve efficiency and service quality.
* Develop automation strategies that reduce manual effort and enable scalable service delivery.
* Implement AI‑powered analytics to provide insights into Service Desk performance and business impact.
* Create automated workflows that integrate with Quorum Cyber's technology service delivery processes.
Client and Stakeholder Support
* Provide escalation support for complex technical issues affecting client service delivery.
* Coordinate with client delivery teams to ensure technology requirements are understood and met.
* Manage technology aspects of staff onboarding and project setup processes.
* Maintain relationships with key technology vendors and service providers.
* Represent technology capabilities and constraints in client discussions and project planning.
* Implement AI‑powered service desk support tools that enhance service delivery speed and quality.
* Develop automated staff onboarding and project setup processes that reduce manual effort.
* Create intelligent reporting and analytics tools that provide senior management with real‑time insights into service desk performance.
* Leverage automation to standardise and accelerate service desk delivery processes.
Skills & Experience
* Minimum 5 years of experience managing IT service desk operations in a professional services or cybersecurity environment.
* Proficiency in ITSM frameworks (ITIL) and service desk technologies.
* Understanding of network security, endpoint protection and enterprise security architecture.
* Proven experience implementing AI and automation technologies in IT operations and service delivery.
* Expertise in automation platforms (Ansible, Terraform, PowerShell DSC) and Infrastructure as Code methodologies.
* Experience with AI/ML platforms and tools for IT operations (AIOps) and service management.
* Knowledge of robotic process automation (RPA) tools and their application in IT service delivery.
* Strong project management capabilities with experience managing complex technology initiatives.
* Excellent communication skills for interacting with technical teams, senior leadership and external stakeholders.
* Financial management experience including budget planning, vendor management and cost optimisation.
* Change‑management skills for implementing new technologies and processes.
* Professional certifications such as ITIL Foundation/Expert, PMP, or cybersecurity certifications (Security+, CISSP).
* Knowledge of compliance frameworks and audit requirements relevant to cybersecurity consulting.
Benefits
You will receive an excellent salary with world‑class benefits. As a leading‑edge technology company you will have access to the latest technology and an environment that encourages and nurtures curiosity, development and the advancement of your skills and expertise.
Commitment to Equality & Diversity
We are an equal‑opportunity employer and are committed to fostering an inclusive, accessible and equitable workplace where all qualified applicants receive fair consideration. We do not discriminate on the basis of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability or any other characteristic protected by applicable legislation. The information requested below is collected to help us meet our employment equity and reporting obligations and to support our ongoing diversity and inclusion initiatives. Providing this information is entirely voluntary and will not be shared with hiring managers or used in any hiring decision. Declining to provide this information will not affect your application in any way.
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