At a Glance
- Tasks: Lead and manage the Service Desk team, ensuring high-quality IT support.
- Company: Great Ormond Street Hospital Charity, dedicated to improving children's health.
- Benefits: 30 days annual leave, flexible working, enhanced pension, and wellbeing schemes.
- Other info: Join a supportive culture with opportunities for professional growth.
- Why this job: Make a real impact by shaping technology experiences for colleagues.
- Qualifications: Experience in IT support management and strong people skills required.
The predicted salary is between 53000 - 53000 € per year.
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
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, you will have the opportunity to coach and motivate a dedicated team while enjoying generous benefits such as 30 days of annual leave and access to health and wellbeing schemes. Located in London, this role offers a unique chance to make a meaningful impact within a renowned charity, fostering strong relationships across the organisation and driving continuous improvement in technology services.
Contact Detail:
Great Ormond Street Hospital Recruiting 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, attend relevant events, and don’t be shy about asking for introductions. Building relationships can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your problem-solving skills! As a Service Desk Manager, you'll need to demonstrate your ability to tackle challenges head-on. Use mock scenarios to showcase your approach to resolving issues effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about 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 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Desk Manager role. Highlight your experience in leading IT support functions and how you've built strong relationships with stakeholders. We want to see how you can bring your unique skills to our team!
Showcase Your People Skills:Since this role is all about people management, don’t forget to emphasise your coaching and motivating abilities. Share examples of how you've developed teams and tackled challenges head-on. We love seeing candidates who can inspire others!
Demonstrate Problem-Solving Prowess:We’re looking for someone who can dig deep into issues and drive meaningful change. Include specific instances where you've resolved complex incidents or improved processes. This will show us that you have the resilience and proactive mindset we value.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Great Ormond Street Hospital
✨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
As a Service Desk Manager, you'll need to coach and motivate your team. Prepare examples of how you've successfully developed team members in the past. Highlight your ability to build strong relationships and influence senior stakeholders—this is key!
✨Problem-Solving Mindset
Be ready to talk about specific incidents you've managed and how you tackled them. Discuss your approach to identifying root causes and driving long-term improvements rather than just quick fixes. This will demonstrate your proactive nature.
✨Communicate Clearly
Practice explaining complex technical issues in simple terms. You’ll need to communicate effectively with a range of audiences, so think about how you can convey your ideas clearly and confidently during the interview.
