£50 000 - £60 000 per annum As a Service Desk Manager, you will play a central role in establishing and leading newly created in-house IT Service Desk. Tasked with building a high-performing support function from the ground up, you’ll take ownership of day-to-day service operations while working closely with the Head of Service Delivery and the IT Solutions Architect to shape the long-term direction of IT support delivery. Working collaboratively with your team of support engineers across multiple support tiers, you’ll foster a positive and high-accountability culture that puts people and performance at the centre of service delivery. Key Responsibilities: Service Operations & Delivery • Oversee daily operations of the Service Desk, ensuring SLAs and KPIs are consistently met • Manage workload distribution and prioritisation of incidents, service requests, and escalations • Act as the primary point of escalation for high-priority or complex support issues • Support and align with the other IT Streams – Security, Projects, Data, and Integration. Process Development & Improvement • Establish and refine ITIL-aligned service management processes, including incident, problem, and change management • Drive continuous improvement initiatives based on service metrics, feedback, and root cause analysis • Support the development and maintenance of knowledge base articles and documentation Stakeholder Engagement & Reporting • Liaise with internal stakeholders to ensure service alignment with business needs • Produce regular reports on service performance, trends, and improvement plans • Represent the Service Desk in broader IT planning and strategy discussions Technology & Tooling Oversight • Ensure effective use of ITSM tools and platforms to support ticket management and reporting • Recommend and support the implementation of tools that improve efficiency and user experience People Management and Development • Team Development & Performance: Support, coach, and develop Service Desk staff to enhance technical skills, service delivery capability, and professional growth. Set clear performance expectations, provide constructive feedback, and promote individual accountability. • Collaboration & Conflict Resolution: Foster a supportive and collaborative team environment. Address any challenges with transparency • , fairness, and empathy to maintain a healthy team dynamic. • Engagement & Wellbeing: Promote a positive and inclusive team culture by recognising achievements, supporting work-life balance, and championing wellbeing initiatives. • Inclusive Environment: Create a team culture where diversity is respected, contributions are valued, and all colleagues feel empowered to contribute their best work. • Talent & Career Growth: Assist with recruitment, onboarding, and succession planning. Provide opportunities for learning, certifications, and progression within the IT function. Compliance & Risk Management • IT Compliance & Risk Awareness: Ensure that all Service Desk operations adhere to relevant internal policies and external regulations (e.g., GDPR, information security policies). • Issue Escalation & Reporting: Act as an escalation point for service and risk-related incidents, ensuring timely and appropriate resolution in line with risk management protocols. • Training & Knowledge Sharing: Keep the team informed of changes in compliance requirements and security best practices. Encourage participation in training to foster awareness and accountability. Operational Efficiency • Service Process Optimisation: Continually review and improve Service Desk processes to enhance efficiency, reduce resolution times, and align with ITIL best practices. • Resource & Cost Management: Monitor team workload, tool usage, and support resources to ensure optimal service delivery within budgetary constraints. • Tooling & Automation: Identify opportunities to streamline support through automation and better use of ITSM platforms and integrations. Continuous Improvement • Service Performance & Metrics: Analyse service data and user feedback to identify trends, service gaps, and opportunities for improvement. Adjust processes or training as needed to enhance outcomes. • Innovation & Best Practices: Stay up to date with industry developments in IT service management. Champion new ideas, tools, and practices that improve service quality and team effectiveness. Essential: • Proven experience in a Service Delivery Manager, Service Desk Manager, or IT Operations leadership role • Demonstrable experience building, managing, and developing support teams within an ‘ITIL and best practice’ based service environments • Strong understanding of IT service management frameworks (particularly Incident, Problem, and Change Management) • Experience overseeing ITSM tools (e.g. ServiceDeskPlus, ServiceNow, Freshservice • Ability to manage SLAs, KPIs, and service performance reporting effectively • Track record of driving service improvements through analysis, feedback, and root cause identification • Strong interpersonal and stakeholder management skills, with the ability to communicate effectively at all levels • Experience handling escalations and working across departments to resolve complex IT issues Desirable: • ITIL Foundation certification (or higher) • Experience establishing or restructuring a service desk or IT support function • Understanding of cloud-based environments (e.g. Microsoft 365, Azure) • Exposure to compliance, governance, and risk frameworks (e.g. GDPR, ISO 27001) • Familiarity with automation tools or scripting that enhance service desk workflows • Previous experience in a hybrid infrastructure or multi-site organisation • Experience developing a Service Desk function
