Interim Service Desk Manager

We are searching for an Interim Service Desk Manager who will be crucial in driving the operational effectiveness of our client’s first-line support function. This role involves overseeing a team of six service desk analysts, implementing structure and formal service-level agreements, and reporting directly to the Director of IT and Head of Service Operations.

Responsibilities

– Manage day-to-day service desk operations and ensure effective incident resolution.

– Lead and support a team of six first-line analysts (M365, AD, Azure, networking, cyber, laptop builds).

– Complete structured handover with outgoing manager.

– Implement formal SLAs and process improvements.

– Track KPIs and identify areas for improvement.

– Experience managing a 1st line support team of similar size.

– ITIL Foundation or practical knowledge of ITIL processes.

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