At a Glance
- Tasks: Lead and manage a dynamic Service Desk team, ensuring high-quality tech support.
- Company: Join Great Ormond Street Hospital Charity, a leader in children's healthcare.
- Benefits: Enjoy 30 days annual leave, flexible working, and enhanced pension schemes.
- Other info: Opportunity for career growth in a supportive and innovative environment.
- Why this job: Make a real difference in tech support while developing your leadership skills.
- Qualifications: Experience in IT support and strong people management skills required.
The predicted salary is between 53000 - 53000 £ per year.
Application Deadline: 31 May 2026
Department: Technology
Location: Great Ormond Street Hospital Children's Charity
Compensation: £53,000 per year
Description: Are you a people-focused IT leader who knows how to build confidence, raise standards and keep things moving—even when the pressure is on? Great Ormond Street Hospital Charity is looking for a Service Desk Manager to lead our Service Desk function and help shape the experience colleagues across the organisation have with technology and support. This is not a hands‑off management role. We’re looking for someone who enjoys being close to the detail: coaching and motivating people day-to-day, solving problems, improving processes and stepping in when challenges need direction or momentum. You’ll lead a small team supporting around 300 colleagues across Windows and Mac environments, while also playing a wider leadership role across Technology. You’ll need to balance service, strategy and operational delivery—creating an environment where people feel supported, standards stay high and problems are tackled properly, not just patched over. This role requires someone who can build trust and strong relationships across the organisation, while also having the confidence to challenge, push back and influence when needed. You’ll work closely with senior stakeholders, helping them navigate priorities, understand risks and make informed decisions that support the wider organisation. We’re looking for someone who is commercially minded, resilient and proactive—someone who enjoys improving how things work and has the determination to see things through.
Key Responsibilities:
- Lead and manage the Service Desk team, creating a supportive, accountable and high‑performing culture with a strong focus on service quality and delivery.
- Coach, motivate and develop team members day‑to‑day, providing clear direction, regular feedback and practical support to help the team succeed.
- Take ownership of incident, problem and service request management processes, ensuring issues are resolved effectively and service standards are maintained.
- Lead the response to major or complex incidents, providing calm leadership, clear communication and practical problem‑solving.
- Investigate recurring issues and operational challenges, identifying root causes and driving long‑term improvements rather than short‑term fixes.
- Build strong relationships across the organisation, acting as a trusted partner to teams and senior stakeholders while constructively challenging where needed.
- Produce and present service performance insights and recommendations, helping shape decisions and influence improvements across Technology services.
- Manage Service Desk tooling, processes and knowledge management to ensure services remain efficient, reliable and user‑focused.
- Work closely with suppliers and support partners to ensure high‑quality service delivery and effective issue resolution.
- Continuously look for opportunities to improve systems, processes and ways of working, helping the Technology function evolve and mature over time.
Skills, Knowledge and Expertise:
- Significant experience leading a Service Desk or IT support function in a fast‑paced environment.
- Strong people management experience, with the ability to coach, motivate and develop teams through both support and challenge.
- Experience managing incidents, operational issues and service improvements in a structured and effective way.
- Strong stakeholder management skills, with the confidence to influence senior leaders and push back constructively when required.
- Ability to communicate complex technical issues clearly and confidently to a wide range of audiences.
- Commercial and strategic mindset, with the ability to balance operational priorities with longer‑term improvements.
- Strong problem‑solving skills, with the ability to dig into issues, identify root causes and drive meaningful change.
- Excellent organisational skills, with the ability to manage competing priorities and maintain high standards under pressure.
- Good understanding of IT service management principles and frameworks.
- Working knowledge of IT infrastructure, Active Directory, networks, security and device support across Windows and Mac environments.
Benefits:
- 30 days annual leave (plus bank holidays)
- A flexible approach to working arrangements.
- Access to our enhanced pension scheme
- Life assurance
- Access to various health and wellbeing schemes, including the employee assistance programme.
Service Desk Manager employer: Great Ormond Street Hospital Charity
Great Ormond Street Hospital Children's Charity is an exceptional employer that prioritises a supportive and high-performing work culture, particularly for the Service Desk Manager role. With a focus on employee development, generous benefits including 30 days of annual leave, and a commitment to health and wellbeing, this organisation fosters an environment where IT leaders can thrive while making a meaningful impact in the lives of children and families. Located in London, the charity offers a unique opportunity to work closely with dedicated colleagues and senior stakeholders, ensuring that your contributions are valued and recognised.
Contact Details:
Great Ormond Street Hospital Charity Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Great Ormond Street Hospital Charity. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to service desk management. Think about how you’d handle specific scenarios, like resolving major incidents or coaching team members—show us your problem-solving skills!
✨Tip Number 3
Don’t just talk about your experience; share stories that highlight your leadership style and how you’ve improved processes in past roles. We want to see how you can bring that magic to our team!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Great Ormond Street Hospital Charity.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Show Your People Skills:As a Service Desk Manager, you'll be all about people. Make sure your application highlights your experience in coaching and motivating teams. We want to see how you build trust and relationships, so share specific examples!
Be Clear and Concise:When you're writing your application, keep it straightforward. Use clear language to explain your experience with incident management and service improvements. We appreciate a well-structured application that gets straight to the point!
Demonstrate Problem-Solving Abilities:We love candidates who can tackle challenges head-on. In your application, mention times when you've identified root causes of issues and implemented long-term solutions. Show us your proactive mindset and resilience!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values.
How to prepare for a job interview at Great Ormond Street Hospital Charity
✨Know Your Stuff
Make sure you brush up on IT service management principles and frameworks. Be ready to discuss your experience leading a Service Desk or IT support function, especially in fast-paced environments. This will show that you understand the role inside out.
✨Showcase Your People Skills
Since this role is all about coaching and motivating a team, prepare examples of how you've successfully managed people in the past. Think about times when you’ve built trust and strong relationships, and be ready to share those stories.
✨Be Ready to Problem-Solve
Expect questions that test your problem-solving skills. Prepare to discuss specific incidents you've managed, how you identified root causes, and the long-term improvements you implemented. This will demonstrate your proactive approach to challenges.
✨Communicate Clearly
Practice explaining complex technical issues in simple terms. You’ll need to communicate effectively with both technical teams and senior stakeholders, so being able to break down jargon will be key to showing your communication prowess.
