Service Desk Manager
£55, | Hoddesdon | Permanent
InterQuest
Posted 10 hours ago
Our client is seeking an ICT Service Desk Manager to lead a team of six 1st Line Engineers, ensuring the delivery of high-quality, customer-focused IT support services across the organisation. This role oversees daily Service Desk operations, manages performance, and drives continuous improvement, with a strong emphasis on the effective use of ServiceNow for incident, request, and change management.
This is an excellent opportunity for an experienced Service Desk Team Leader ready to step up into a managerial role, or for an established Service Desk Manager looking for a new challenge. The ideal candidate will have proven leadership skills, hands-on experience with ServiceNow in a busy support environment, and a solid understanding of ITIL processes.
Key responsibilities include managing daily operations such as ticket triage, workload distribution, and shift planning, as well as acting as the escalation point for complex incidents. The manager will monitor service desk performance, champion a customer-first approach, and ensure compliance with ITIL-aligned processes, security standards, and audit requirements. They will also work closely with Infrastructure, Field Support, and Applications teams to deliver seamless service and maintain effective communication with stakeholders across the business.
The role further involves maximising the value of ServiceNow through workflow improvements, reporting, and automation, while also promoting knowledge sharing, self-service adoption, and the development of support documentation.
Candidates should be educated to A Level standard and bring at least three years of experience in a service desk leadership capacity. Strong communication skills, attention to detail, accountability, and the ability to align service delivery with business goals are essential. Integrity and a commitment to continual improvement underpin success in this role.