Service Desk Manager in Horwich

What You’ll Be Doing

IT Service Desk Manager – Lead the Team That Keeps Our Business Moving

Are you a people focused IT leader who thrives in a fast paced environment? Do you love turning challenges into opportunities and delivering service excellence that users rave about? If so, this is your chance to shape the future of IT support across a major UK organisation.

We’re looking for an IT Service Desk Manager to take ownership of our frontline support function, driving performance, elevating user experience, and leading a talented team to deliver outstanding service every single day.

1. Leading and inspiring our 1st/2nd line Service Desk team to deliver high quality, customer centric support
2. Owning the full lifecycle of incidents, requests, and problem management
3. Ensuring SLAs, KPIs and ITIL best practices are not just met, but exceeded
4. Acting as the key escalation point for complex or urgent issues
5. Partnering with Heads of IT (Data, AI, Engineering, Infrastructure) and IT Business Partners to prioritise, triage and resolve issues efficiently
6. Driving continuous improvement, root cause analysis, and smarter ways of working
7. Managing software licensing, asset inventories and ServiceNow processes
8. Developing clear standards, documentation, and knowledge resources
9. Reporting on performance and championing service excellence at every level

Leadership That Makes a Difference

You’ll set the tone for a culture built on collaboration, accountability and our FIRST values. You’ll coach, motivate and develop your team — helping them grow while ensuring the business receives exceptional support.

What You Bring

• Strong knowledge of Microsoft technologies
• 2-3 years experience of managing a 1st/2nd line IT Service Desk team, with
• Deep understanding of ITIL practices
• Experience managing a busy 1st/2nd line Service Desk
• Excellent stakeholder engagement and communication skills
• Proven ability to lead, motivate and develop a team
• Strong organisational and time management skills
• Experience with asset/configuration management and SLA delivery
• Experience with ISO27001, CE+, SOX
• ServiceNow ITSM experience
• Degree in Computer Science or related field

Qualifications

• ITIL Service Management Framework Experience required

This role will prodominently be based on site in Horwich Bolton, therefore please only apply if you can commute daily.. There will be occasional travel to group sites needed across the UK.

Ready to Lead a High Impact IT Function?

If you’re passionate about service excellence, love solving problems, and want to play a key role in keeping a complex organisation running smoothly, we’d love to hear from you.

Location – On site daily in Horwich Bolton BL6