Contract | Civic Recruitment Limited | United Kingdom
Posted On 07/08/2026
Job Information
Work Experience Management Experience
Interim & Executive Management
City Chichester
Province West Sussex
Postal Code PO19
Job Description
7 Month Contract With A local Authority
Job Purpose
The Service Desk Manager is responsible for leading the day-to-day operation of the Technology Services Service Desk, ensuring the delivery of high-quality IT support across Level 1, Level 2, and Level 3 support teams. The role is accountable for driving service excellence, enhancing the customer experience, managing operational performance, and ensuring effective incident and service request management. Working collaboratively with technical teams, third-party suppliers, and key stakeholders, the Service Desk Manager will promote continual service improvement and support the delivery of reliable, customer-focused IT services.
Key Responsibilities
- Lead and manage the day-to-day operation of the Technology Services Service Desk across L1, L2, and L3 support teams.
- Ensure the delivery of high-quality, customer-focused IT support services in line with agreed service levels.
- Manage service performance, monitoring key performance indicators (KPIs) and implementing improvements where required.
- Oversee workforce planning, resource allocation, shift rotas, and team capacity to ensure effective service coverage.
- Lead incident management and service request processes, ensuring timely resolution and escalation where appropriate.
- Maintain and promote an effective knowledge management framework to support service efficiency and first-time resolution.
- Work collaboratively with technical teams, resolver groups, and third-party suppliers to deliver seamless IT services.
- Support the coordination and management of major incidents, ensuring effective communication and resolution.
- Produce operational reports and performance metrics to support governance, decision-making, and continual service improvement.
- Drive best practice and continuous improvement initiatives within an ITIL-based service management environment.
- Lead, coach, and develop Service Desk staff to promote high performance and excellent customer service.
Requirements
- Significant experience managing Service Desk, IT Operations, or Technical Support teams within a customer-facing environment.
- Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
- Proven experience managing service performance, workforce planning, incident management, service requests, and knowledge management.
- Good understanding of ITIL principles and experience working within an ITIL-based service management environment.
- Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or equivalent.
- Strong analytical, organisational, and problem-solving skills.
- Excellent communication and stakeholder management skills, with the ability to build effective working relationships.
- Ability to prioritise workloads and manage multiple operational demands in a fast-paced environment.
Additional Information
- Location: Chichester (Power Place). Hybrid working available following initial training period, with office attendance required five days per week during onboarding.
Service Desk Manager in Chichester employer: Civic Recruitment Limited
Civic Recruitment Limited is an excellent employer, offering a dynamic work environment where strategic leadership in the Special Educational Needs service can truly make a difference in children's lives. With a strong focus on collaboration and professional development, employees are encouraged to grow their skills while contributing to meaningful outcomes in the Bromley community. The supportive culture and commitment to high-quality services make this an attractive opportunity for those looking to lead impactful change.
