Service Desk Manager in Glasgow

Established in 1963, Fred.

Olsen Ltd focuses primarily on the Renewable Energy, Forest Management, Logistics and Travel Sectors.

Established and based in the UK, but operating globally, we operate with innovation, service and dependability in mind, and supply a central service function in Finance, HR, IT and Facilities services to the UK companies under our umbrella which include:

• The Natural Power Consultants
• ZX Lidars
• ZX Measurement Services

As a company we have a family culture, our success is anchored in an authentic heritage.

Delivering our vision is down to the passion of our people, and we are proud to create opportunities for everyone to thrive and grow.

We are seeking an experienced and driven Service Desk Manager to lead the transformation of our digital support function into a high-performing, customer-centric service.

This is a pivotal leadership role within Fred.

Olsen Digital, responsible for shaping how technology services are delivered across multiple business units.

You will take ownership of a unified Service Desk, embedding a “One Team” operating model and ensuring a consistent, high-quality experience for all users.

• As Service Desk Manager, you will be accountable for end-to-end service performance, driving strong outcomes across service levels, user experience, and operational efficiency.
• You will establish and manage key performance indicators such as SLAs, first contact resolution, and customer satisfaction, using data and insight to continuously improve service delivery.
• This role requires a proactive leader who can balance day-to-day operational excellence with strategic improvements that enhance service quality and efficiency.
• A key focus of the role will be leading the ongoing development of our IT service management capability, including ownership of the Halo ITSM platform and embedding ITIL-aligned processes across incident, request, problem, and change management.

You will play a critical role in standardising workflows, driving adoption of best practice, and ensuring consistent ways of working across the group.

• You will also act as the primary interface between IT and the business for support services, building strong relationships with stakeholders and championing a customer-first culture.
• From managing major incidents to leading service reviews and continuous improvement initiatives, you will ensure clear communication, accountability, and measurable progress in service performance.

This is an opportunity to shape and lead a modern, integrated service desk within a growing digital organisation.

You will coach and develop a skilled team, work closely with infrastructure, cloud, and workplace teams, and help establish a resilient, scalable support model that underpins the wider digital strategy of the Fred.

Olsen Group.

Attached to this advert you will find a full overview of the fantastic benefits we offer, along with a detailed Job Profile for this position.

Fred.

Olsen Ltd offers a wide range of exciting employee benefits including but not limited to Axa Health Private Medical, Life Assurance, Enhanced Maternity & Paternity Pay, Discounted Travel, Cruise Concessions plus retail discounts and cash back incentives through our Boost Benefits scheme.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.

We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested.

If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.

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