Service Desk Manager

As our Service Desk Manager, you'll lead a small, expert team that keeps Help for Heroes running smoothly every day, making sure colleagues can access the tools, systems and support they need to deliver life‑changing support for the Armed Forces community.

Responsibilities

• Lead day‑to‑day service desk operations, ensuring tickets are prioritised well, progressed promptly and communicated clearly through to resolution.
• Act as the escalation point for high‑impact incidents, coordinating response and ensuring clear updates for colleagues.
• Use service performance reporting to spot trends and drive continuous improvement.
• Own and embed strong IT service management practices across incident, problem and change, including chairing the Change Advisory Board.
• Line‑manage and develop the service desk team, creating a positive, resilient culture with clear expectations, coaching and support.
• Lead service improvements and small operational projects, supporting procurement and the smooth onboarding of new services into business as usual.
• Build a customer‑first mindset, communicate clearly, build trust and manage expectations with empathy.
• Stay calm under pressure, take ownership of escalations and coordinate effective incident response.
• Enjoy coaching and developing others, creating a positive, resilient team culture.
• Use insight and service performance data to spot trends, prioritise improvements and strengthen ways of working.
• Have a solid understanding of IT service management and a practical approach to continuous improvement.

Travel Requirements

You'll need to be willing and able to travel as required for meetings and service activity, including to Downton (SP5 3RB) and occasionally London or other UK locations. You may also be asked to stay away from home overnight on occasion, where required for the performance of duties.

About the Team

You’ll be part of our IT team, supporting colleagues across the charity with the systems, devices and services they rely on every day. We’re a collaborative, pragmatic group that brings together frontline support and specialist expertise across the full technology function. We work closely together to keep services reliable, secure and continuously improving so the wider charity can focus on delivering support to the Armed Forces community.

Is This a Good Fit?

Are you someone who enjoys turning complex support challenges into calm, consistent service for others? Do you bring a customer‑first mindset and the confidence to lead and coach a small team, while also rolling up your sleeves when needed? If you’re motivated by improving how things work, using data to spot patterns, and strengthening IT service management practices, you could be a great fit. To be considered, you'll need experience in an IT service desk or support environment and demonstrable people leadership. You'll also need to be able to travel to our Head Office in Downton around once a week, with occasional travel to other UK locations (including London) where required.

Benefits

• Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
• 29 days' annual leave plus 8 bank holidays, regardless of service – plus your birthday off to celebrate!
• Opportunity to buy and sell up to 5 days annual leave per year.
• Added to our free health scheme from day one, including discount on dental, opticians, massages, and more – with the option to upgrade.
• 3 volunteer days per year to support the Help for Heroes community.
• A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member.