Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and evolve a 24/7 IT Service Desk, ensuring top-notch service delivery.
- Company: Join a dynamic organisation focused on customer-led IT solutions.
- Benefits: Competitive salary, leadership opportunities, and a chance to shape the future of IT services.
- Other info: Opportunity for career growth and travel in line with business needs.
- Why this job: Make a real impact by driving service excellence and leading a talented team.
- Qualifications: Proven experience in IT Service Desk management and strong leadership skills.
The predicted salary is between 55000 - 70000 £ per year.
We are looking for an experienced IT Group Service Desk Manager to lead and evolve our 24/7 European IT Service Desk within a 3‑Star SDI‑accredited, customer‑led environment. This senior leadership role carries full accountability for service delivery, people leadership, major incident management and continuous improvement.
What You’ll Do
- Lead and manage the 24/7 European IT Service Desk operation
- Build, mentor and develop a team of Team Leads and Analysts
- Own Major Incident Management, acting as the senior escalation point
- Drive service excellence through strong ITSM processes and governance
- Define and deliver the Service Desk strategy, KPIs and service reporting
- Strengthen stakeholder relationships across IT and the wider business
- Lead service improvement initiatives, automation and knowledge management
- Manage budgets for service improvements, tooling and refresh cycles
- Ensure SOx compliance and operational control
What You’ll Bring
- Proven experience leading a large IT Service Desk in a medium‑large organisation
- Strong people leadership and stakeholder management skills
- Deep understanding of IT Service Management / ITIL environments
- Ability to balance strategic improvement with day‑to‑day operations
- Confident decision‑maker with strong prioritisation skills
- Experience influencing senior stakeholders across the business
- Willingness to travel in line with business needs
Desirable
- ITIL qualification
- IT or Project Management qualification
- Experience driving ITSM automation and service transformation
- Full UK driving licence
IT Group Service Desk Manager, IT Group Service Desk Manager employer: Pilgrims Europe
Contact Detail:
Pilgrims Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Group Service Desk Manager, IT Group Service Desk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their IT Service Desk operations and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to discuss specific examples of how you've built and mentored teams, managed major incidents, and driven service excellence. This is your chance to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Group Service Desk Manager, IT Group Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your leadership experience in IT Service Desks and any relevant ITIL qualifications to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for the IT Group Service Desk Manager role. Share specific examples of how you've led teams and improved service delivery in previous roles.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics to demonstrate how you’ve driven service excellence and improved processes in past positions.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Pilgrims Europe
✨Know Your ITIL Inside Out
Since the role requires a deep understanding of IT Service Management and ITIL environments, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in managing service desks.
✨Showcase Your Leadership Skills
This position is all about people leadership. Prepare examples that highlight your experience in mentoring and developing teams. Think about specific situations where you’ve successfully led a team through challenges or improvements.
✨Prepare for Major Incident Management Scenarios
As the senior escalation point for major incidents, be prepared to discuss your approach to incident management. Have a few examples ready that demonstrate your decision-making skills and how you’ve handled high-pressure situations effectively.
✨Understand Stakeholder Relationships
Strengthening stakeholder relationships is key in this role. Think about how you’ve built and maintained relationships with senior stakeholders in the past. Be ready to share strategies you’ve used to influence and communicate effectively across different levels of an organisation.