At a Glance
- Tasks: Lead a multicultural Service Desk team and manage IT service operations.
- Company: Join Indra, a global leader in technology and consulting.
- Benefits: Enjoy 25 days holiday, flexible working, and professional development opportunities.
- Other info: Be part of a collaborative culture focused on continuous improvement.
- Why this job: Make a real impact in a dynamic environment with innovative projects.
- Qualifications: 8-10 years in IT Service Management and strong leadership skills required.
The predicted salary is between 40500 - 49500 £ per year.
Direct message the job poster from Indra
Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide.
It is a world‑leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait.
Its business model is based on a comprehensive range of proprietary products, with a high‑value focus and with a high innovation component.
In the 2024 financial year, Indra achieved revenue of €4.84 million, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.
As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do:
- Leadership
- Generating real impact through tangible results
- Flexibility
- Enhancing proximity to the customer and differentiating Indra from its competitors
- Focus
- Projecting progress in a clear direction, which is crucial in the specialisation of business
- Reliability
- Building trust and long‑term relationships based on experience and excellence
As we continue to enjoy an exciting period of growth in the UK, we are looking for additional resources to support us with our upcoming projects. The
Service Desk Manager plays a pivotal role in IT Infrastructure Operations.
- Service Desk & Incident Management
- Ownership of the end‑to‑end lifecycle of incidents, service requests and system faults, ensuring outstanding service quality, SLA compliance and continuous improvement.
- Oversee Major Incident Management and act as the escalation point for business‑critical disruptions.
- Ensure accurate documentation, robust root‑cause analysis and proactive Problem Management.
- Build, motivate and coach a high‑performing, multicultural Service Desk team.
- Drive effective resource planning, knowledge sharing, succession planning and skills development.
- Stakeholder Engagement & Reporting
- Serve as the primary operational contact for Tf L, providing regular performance reporting and contributing to governance forums.
- Collaborate with internal teams, third‑party suppliers and senior stakeholders to ensure seamless, end‑to‑end service delivery.
- Lead initiatives in process optimisation, automation and self‑service to elevate end‑user experience.
- Champion Lean IT and ITIL best practice to enhance service excellence and operational efficiency.
This is a senior leadership role requiring a strong ITIL‑based service management background, proven people leadership, and demonstrable success in high‑volume, time‑critical IT operations.
Education & Professional Qualifications
- Bachelor’s degree (or equivalent) in Computer Science, Engineering, IT Management or a related discipline.
- ITIL v3 or ITIL 4 Foundation (minimum); Intermediate/Managing Professional preferred.
- Desirable: Lean IT, Six Sigma, or Project Management certification (PRINCE2/PMP).
Experience
- Minimum 8–10 years in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
- Proven track record running large‑scale Service Desk operations (500+ users, high‑volume ticketing).
- Advantageous: experience within transport, public sector or critical‑infrastructure contracts.
- Personal Attributes
- Strong leadership and team‑building capability with a hands‑on, problem‑solving mindset.
- Composed under pressure and effective in mission‑critical settings.
- Excellent communication and stakeholder‑management skills.
- Results‑driven, proactive and committed to continuous improvement.
- What we can offer you
- Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
- Pension – 4% employee and 4% employer
- Life assurance
- Income protection
- Employee assistance programs
- Flexible/remote working options
- Charitable initiatives
- Social events (formal & informal)
- Learning and development programs
- Innovative & collaborative work environment
Indra is an equal employment opportunity employer.
Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law
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Service Desk Manager employer: Indra
Indra is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration in the aerospace and defence sectors. With a strong commitment to employee growth, Indra provides comprehensive benefits including a contributory pension scheme, health care cash back, and generous holiday allowances, all while being part of a global leader in technology and consulting. Located in a vibrant area with access to various amenities, employees can enjoy a balanced work-life experience while contributing to cutting-edge projects that shape the future of air traffic management.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Indra values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Indra might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Indra!
✨Direct Apply to Indra
Let's not forget to apply directly through the Indra website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Indra.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Indra. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Indra
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
