We're looking for a dynamic Technical Service Desk Manager to lead our 1st–3rd line support teams and ensure exceptional IT service delivery across the business. Based in Upminster, you'll oversee daily operations, drive ITIL-aligned best practice, and act as a senior escalation point for critical issues. You'll work closely with Infrastructure and Project teams to enhance service quality, introduce new technologies, and continuously improve the end‑user experience. This is an ideal role for a hands-on leader who thrives in a fast-paced environment and is passionate about developing people and raising service standards.
Key Responsibilities:
* Lead and motivate the Service Desk team, ensuring strong performance and high-quality support.
* Manage daily operations across incidents, requests, and escalations, including major outage coordination.
* Embed and maintain ITIL best practices across all Service Desk processes.
* Monitor ticket workflows, ensuring OLA/SLA targets are consistently met.
* Analyse service performance metrics and deliver improvements.
* Maintain clear, accurate documentation and knowledge base content.
* Act as the key point of contact for service issues and communication with the wider business.
* Support or lead projects impacting end-user computing and Service Desk operations.
* Oversee Service Desk involvement in deployments, upgrades, and relocations.
* Ensure smooth transitions of new services into business-as-usual support.
Skill and Experience Required
Essential:
* Significant experience managing an IT Service Desk team in a multi-tier support environment.
* Strong understanding of ITIL frameworks and ITSM best practices.
* Excellent organisational, leadership, and project management skills.
* Broad technical knowledge of enterprise IT systems, particularly Microsoft 365 and Windows environments.
* Experience with Azure Active Directory and Intune for user and device management.
* Excellent communication, stakeholder management, and team leadership skills.
* Strong analytical and problem-solving abilities.
Desirable:
* Experience working in a Managed Service environment.
* Experience leading IT projects or service improvement initiatives.
* Microsoft technical certifications.
* Knowledge of Azure IaaS, Citrix Virtual Apps, or Azure Virtual Desktop.
* Experience in logistics, supply chain, or similar operational industries.
* Experience managing third-party or outsourced Service Desk partners.
Benefits
Joining our team means you'll not only enjoy a competitive salary and annual reviews, but also some pretty awesome perks:
* Competitive Salary: We value your skills and commitment.
* Discretionary Bonus: Because your hard work deserves to be rewarded.
* Pension Scheme: We've got your future covered.
* Annual Salary Review: Your growth matters to us.
* Free Eye Test and up to £69 Vouchers towards Glasses: Taking care of your vision.
* Interest-Free Company Loan: We're here to support you.
* Free On-Site Parking: Convenient and hassle-free.
* Referral Bonus £750: Spread the word and earn some extra cash.
* Care First Lifestyle Programme: Because your well-being matters.
* Flu Jabs Annually: Stay healthy, on us.
* Group Life Policy: We've got you covered.
* Electric Vehicle Charging Points at Work: Embrace sustainable transport
* Flexible Career Pathway: Grow with us
* Supply Chain Academy: We create, deliver and manage learning that strengthens our organisation and the wider supply chain.
* Enhanced Holiday Scheme: we believe loyalty should be rewarded.
* Apprenticeships: Earn while you learn we offer apprenticeships that build talent in vital areas like technology, people, finance, operations and much more.
* Private Health Care: We are committed to your wellbeing.