Service Desk Manager (East Midlands)

As a Service Desk Manager, you will play a central role in establishing and leading newly created in-house IT Service Desk. Tasked with building a high-performing support function from the ground up, you’ll take ownership of day-to-day service operations while working closely with the Head of Service Delivery and the IT Solutions Architect to shape the long-term direction of IT support delivery.

Working collaboratively with your team of support engineers across multiple support tiers, you’ll foster a positive and high-accountability culture that puts people and performance at the centre of service delivery.

Key Responsibilities:

Service Operations & Delivery

• Oversee daily operations of the Service Desk, ensuring SLAs and KPIs are consistently met
• Manage workload distribution and prioritisation of incidents, service requests, and escalations
• Act as the primary point of escalation for high-priority or complex support issues
• Support and align with the other IT Streams – Security, Projects, Data, and Integration.

Process Development & Improvement

• Establish and refine ITIL-aligned service management processes, including incident, problem, and change management
• Drive continuous improvement initiatives based on service metrics, feedback, and root cause analysis
• Support the development and maintenance of knowledge base articles and documentation

Stakeholder Engagement & Reporting

• Liaise with internal stakeholders to ensure service alignment with business needs
• Produce regular reports on service performance, trends, and improvement plans
• Represent the Service Desk in broader IT planning and strategy discussions

Technology & Tooling Oversight

• Ensure effective use of ITSM tools and platforms to support ticket management and reporting
• Recommend and support the implementation of tools that improve efficiency and user experience

People Management and Development

• Team Development & Performance: Support, coach, and develop Service Desk staff to enhance technical skills, service delivery capability, and professional growth. Set clear performance expectations, provide constructive feedback, and promote individual accountability.
• Collaboration & Conflict Resolution: Foster a supportive and collaborative team environment. Address any challenges with transparency, fairness, and empathy to maintain a healthy team dynamic.
• Engagement & Wellbeing: Promote a positive and inclusive team culture by recognising achievements, supporting work-life balance, and championing wellbeing initiatives.
• Inclusive Environment: Create a team culture where diversity is respected, contributions are valued, and all colleagues feel empowered to contribute their best work.
• Talent & Career Growth: Assist with recruitment, onboarding, and succession planning. Provide opportunities for learning, certifications, and progression within the IT function.

Compliance & Risk Management

• IT Compliance & Risk Awareness: Ensure that all Service Desk operations adhere to relevant internal policies and external regulations (e.g., GDPR, information security policies).
• Issue Escalation & Reporting: Act as an escalation point for service and risk-related incidents, ensuring timely and appropriate resolution in line with risk management protocols.
• Training & Knowledge Sharing: Keep the team informed of changes in compliance requirements and security best practices. Encourage participation in training to foster awareness and accountability.

Operational Efficiency

• Service Process Optimisation: Continually review and improve Service Desk processes to enhance efficiency, reduce resolution times, and align with ITIL best practices.
• Resource & Cost Management: Monitor team workload, tool usage, and support resources to ensure optimal service delivery within budgetary constraints.
• Tooling & Automation: Identify opportunities to streamline support through automation and better use of ITSM platforms and integrations.

Continuous Improvement

• Service Performance & Metrics: Analyse service data and user feedback to identify trends, service gaps, and opportunities for improvement. Adjust processes or training as needed to enhance outcomes.
• Innovation & Best Practices: Stay up to date with industry developments in IT service management. Champion new ideas, tools, and practices that improve service quality and team effectiveness.

Essential:

• Proven experience in a Service Delivery Manager, Service Desk Manager, or IT Operations leadership role
• Demonstrable experience building, managing, and developing support teams within an ‘ITIL and best practice’ based service environments
• Strong understanding of IT service management frameworks (particularly Incident, Problem, and Change Management)
• Experience overseeing ITSM tools (e.g. ServiceDeskPlus, ServiceNow, Freshservice
• Ability to manage SLAs, KPIs, and service performance reporting effectively
• Track record of driving service improvements through analysis, feedback, and root cause identification
• Strong interpersonal and stakeholder management skills, with the ability to communicate effectively at all levels
• Experience handling escalations and working across departments to resolve complex IT issues

Desirable:

• ITIL Foundation certification (or higher)
• Experience establishing or restructuring a service desk or IT support function
• Understanding of cloud-based environments (e.g. Microsoft 365, Azure)
• Exposure to compliance, governance, and risk frameworks (e.g. GDPR, ISO 27001)
• Familiarity with automation tools or scripting that enhance service desk workflows
• Previous experience in a hybrid infrastructure or multi-site organisation
• Experience developing a Service Desk function

Location: Midlands – Leicester office/ Doncaster office

Working Type: 3 days a week in office and some on-site travel

Salary: £50 000 – £60 000 per annum