At a Glance
- Tasks: Lead a global IT support team, ensuring top-notch service and smooth operations.
- Company: Join a science-driven global organisation transforming animal-derived materials for better wellbeing.
- Benefits: Enjoy hybrid work options, a collaborative culture, and opportunities for continuous improvement.
- Other info: This role offers a chance to influence technology deployment across an international network.
- Why this job: Be part of a mission-driven team making a real impact in food and healthcare sectors.
- Qualifications: Proven IT support leadership experience and strong understanding of ITIL principles required.
The predicted salary is between 48000 - 72000 £ per year.
IT Service Desk Manager
Location: Hybrid (Glasgow or Netherlands)
Type: Full-Time, Permanent
About the Organisation
This opportunity is with a global, science-driven organisation operating across multiple sectors, including food, healthcare, and biotechnology. With a strong foundation built on innovation, sustainability, and a connected value chain, the business transforms animal-derived materials into valuable products that support global wellbeing and industry development.
Through its collaborative and integrated network of companies, the organisation delivers solutions across food processing, life sciences, and pharmaceutical manufacturing. Their teams are driven by shared expertise, innovation, and a commitment to continuous improvement that brings tangible impact to communities and consumers worldwide.
The Opportunity
As IT Service Desk Manager, you will be responsible for leading a global IT support function that ensures the smooth, 24/7 operation of critical systems and services. You will oversee the performance of 1st and 2nd line IT support teams, ensuring a responsive, customer-first approach, while contributing to ITIL process improvement and strategic service delivery across the organisation.
This role requires strong leadership and service management expertise. You will manage a team of 20+ IT professionals across various international locations and report directly to the Group IT Director. You’ll act as the voice of the user community within the IT leadership team and play a key role in deploying new technologies that enhance digital capability across the enterprise.
Key Responsibilities
Lead and develop a globally dispersed IT Service Desk team, ensuring delivery of high-quality, consistent service.
Oversee 1st and 2nd line support, including coordination with outsourced providers, to meet agreed service levels.
Champion a proactive, customer-oriented support culture and promote continuous service improvement.
Monitor service desk performance and KPIs, including response time, resolution rate, and user satisfaction.
Identify opportunities for automation, knowledge base improvements, and service “shift-left” strategies.
Collaborate with leadership to define and implement service desk best practices.
Work with other IT functions to analyse recurring issues and implement long-term fixes.
Ensure the adoption of scalable, innovative tools and methods that improve user experience and business outcomes.
Act as a key liaison between IT and the wider business, communicating service changes, disruptions, and improvements.
Support major incident resolution and bring a calm, coordinated approach to service recovery.
About You
You will bring proven experience in IT support leadership and a strong track record of delivering service excellence in complex, multi-site environments.
Essential Skills & Experience:
Significant experience managing IT service desks or technical support teams.
Strong understanding of ITIL framework and service delivery principles.
Ability to manage vendors, budgets, and internal stakeholders effectively.
Experience using service desk platforms and ticketing systems.
Demonstrated success leading dispersed teams and supporting 24/7 service models.
Calm, methodical, and solution-focused under pressure.
Commercially aware and capable of aligning IT delivery to wider business value.
How to Apply
If this sounds like the next step in your IT leadership journey, we’d love to hear from you. Please apply today and Sophie from Nine Twenty will be in touch.
#J-18808-LjbffrIT Service Desk Manager in Moodiesburn employer: Nine Twenty
Join a global, science-driven organisation that prioritises innovation and sustainability while transforming animal-derived materials into valuable products. As an IT Service Desk Manager, you will thrive in a collaborative work culture that values continuous improvement and offers ample opportunities for professional growth. With a hybrid working model based in Glasgow or the Netherlands, you will lead a diverse team of IT professionals, ensuring high-quality service delivery and making a tangible impact on communities worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Manager in Moodiesburn
✨Get Involved in the Cybersecurity Community
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✨Show Off Your Skills with Capture the Flag Competitions
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We think you need these skills to ace IT Service Desk Manager in Moodiesburn
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
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Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at Nine Twenty insight into your practical problem-solving abilities and makes your application memorable.
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How to prepare for a job interview at Nine Twenty
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
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✨Highlight Your Certifications
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Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
