Job Description
Service Desk Manager
London
£500-£600 per day (outside IR35)
A leading organisation within the rail and transport sector is seeking an experienced Service Desk Manager to lead its IT support function across a multi-site operational environment.
This role will be responsible for ensuring the delivery of a high-quality support service, managing service desk performance, driving continuous improvement and acting as the key escalation point for service-related issues.
Key Responsibilities
* Lead and develop the Service Desk team, promoting a customer-focused culture
* Manage service desk performance, workloads, KPIs and service levels
* Act as the escalation point for major incidents and service issues
* Drive improvements across incident, request and problem management processes
* Produce regular service reporting and performance metrics for stakeholders
* Coordinate support activities across operational sites and corporate functions
* Manage relationships with third-party suppliers and support partners
* Ensure service documentation, knowledge articles and operational procedures remain current
Experience Required
* Proven experience managing an IT Service Desk within a complex, multi-site environment
* Strong leadership and people management skills
* Experience managing service performance, SLAs and operational reporting
* Excellent stakeholder engagement and communication skills
* Strong understanding of IT service management best practices
* Experience working with service management tools and supplier-led environments
* Ideally have experience within rail, transport, infrastructure or other operationally critical industries
* Exposure to service transition, operational change or technology improvement initiatives
This is an excellent opportunity to join a large-scale transport organisation and play a key role in delivering reliable technology support services across a critical operational environment.