Service Desk Manager

Ready to lead a 24/7 Service Desk where great service and continuous improvement go hand in hand?

We’re looking for an experienced Service Desk Manager to take ownership of our day-to-day Service Desk operation, leading the team, improving performance and ensuring our customers receive consistently great support.

What you’ll be doing

• Lead the daily operation of a 24/7 Service Desk, including rotas, coverage and workload.
• Drive performance across SLAs, ticket quality, call handling and backlog management.
• Coach and develop the team, creating a high-performance, customer-first culture.
• Act as the key escalation point when service issues arise.
• Use dashboards and data to identify trends and improve performance.
• Drive automation and continuous improvement across the Service Desk.
• Ensure activity is accurately captured and reported through ServiceNow.

What we’re looking for

• Proven experience leading a Service Desk, IT Support or Technical Support team.
• Strong understanding of IT service management, incidents, requests, SLAs and escalations.
• Experience managing teams and rotas within a 24/7 environment.
• Confident using ITSM tools, reporting and performance data.
• A strong people leader who is calm under pressure, organised and customer-focused.

Why join us?

This is your chance to do more than manage tickets. You’ll shape how the Service Desk operates, develop the team and find smarter ways to deliver a faster, better service.

Sound like you? We’d love to hear from you.