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For Companies 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.
- 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.
- Other info: This role offers a chance to influence technology deployment across an international network.
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
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Lead and develop a globally dispersed IT Service Desk team, ensuring delivery of high-quality, consistent service.
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Oversee 1st and 2nd line support, including coordination with outsourced providers, to meet agreed service levels.
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Champion a proactive, customer-oriented support culture and promote continuous service improvement.
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Monitor service desk performance and KPIs, including response time, resolution rate, and user satisfaction.
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Identify opportunities for automation, knowledge base improvements, and service “shift-left” strategies.
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Collaborate with leadership to define and implement service desk best practices.
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Work with other IT functions to analyse recurring issues and implement long-term fixes.
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Ensure the adoption of scalable, innovative tools and methods that improve user experience and business outcomes.
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Act as a key liaison between IT and the wider business, communicating service changes, disruptions, and improvements.
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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:
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Significant experience managing IT service desks or technical support teams.
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Strong understanding of ITIL framework and service delivery principles.
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Ability to manage vendors, budgets, and internal stakeholders effectively.
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Experience using service desk platforms and ticketing systems.
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Demonstrated success leading dispersed teams and supporting 24/7 service models.
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Calm, methodical, and solution-focused under pressure.
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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.
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IT Service Desk Manager employer: Nine Twenty
Contact Detail:
Nine Twenty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's crucial for this role. Understanding its principles will not only help you in interviews but also demonstrate your commitment to service excellence.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed dispersed teams in the past. Highlighting your experience in a 24/7 service model will set you apart from other candidates.
✨Tip Number 3
Research the organisation's focus on innovation and sustainability. Be ready to discuss how you can contribute to their goals, especially in terms of improving user experience and implementing new technologies.
✨Tip Number 4
Prepare to discuss specific KPIs you've monitored in previous roles. Being able to articulate how you've improved response times or user satisfaction will demonstrate your analytical skills and commitment to continuous improvement.
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management and leadership. Emphasise your understanding of the ITIL framework and any specific achievements in managing IT support teams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT service excellence. Mention your experience with 24/7 service models and how you have successfully led dispersed teams in the past.
Highlight Key Skills: In your application, clearly outline your skills in vendor management, budget handling, and stakeholder communication. These are crucial for the role and should be evident in your written materials.
Showcase Problem-Solving Abilities: Provide examples in your application of how you've tackled complex issues in IT support. Discuss your approach to service improvement and how you've implemented long-term fixes for recurring problems.
How to prepare for a job interview at Nine Twenty
✨Showcase Your Leadership Skills
As an IT Service Desk Manager, you'll be leading a team of over 20 professionals. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past, especially in a multi-site environment.
✨Demonstrate ITIL Knowledge
Since the role requires a strong understanding of ITIL framework and service delivery principles, brush up on these concepts. Be ready to explain how you've applied ITIL practices in previous roles to improve service delivery and customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle high-pressure situations. Think of specific instances where you've resolved major incidents or improved service desk performance, and be ready to share those stories.
✨Understand the Business Context
This organisation operates across various sectors, so it's crucial to understand how IT supports their business goals. Research the company’s focus areas like food, healthcare, and biotechnology, and be prepared to discuss how IT can add value in these sectors.