At a Glance
- Tasks: Lead a dynamic Service Desk, optimising operations and ensuring top-notch support for 400+ users.
- Company: Join Solirius Reply, a tech consultancy transforming organisations with innovative solutions.
- Benefits: Enjoy competitive salary, private healthcare, flexible working, and generous annual leave.
- Other info: Embrace diversity and inclusion in a supportive workplace that values your growth.
- Why this job: Make a real impact by solving complex challenges in a collaborative environment.
- Qualifications: 5+ years in Service Desk management and strong Jira expertise required.
The predicted salary is between 47250 - 57750 £ per year.
Location: Mainly Remote with occasional on-site attendance required.
Clearances: Internal Background Check (DBS) / Eligible for Security Clearance
About Us: Solirius Reply, part of the Reply Group, is a technology consultancy and digital transformation partner that helps organisations solve complex challenges through strategy, design, engineering, and delivery. We work closely with our clients to deliver secure, accessible, user-focused services that evolve with their needs. By combining deep technical expertise with people-centred design, we create solutions that deliver meaningful, lasting impact. Our consultants partner directly with client teams, embedding into organisations to understand their goals, challenges, and users. This collaborative approach enables us to deliver tailored solutions that drive measurable outcomes across public and private sectors.
Past and present clients include the Ministry of Justice, Department for Education, Ministry of Housing, Communities and Local Government, UEFA, International Olympic Committee, and Mercedes-Benz. Our services span the full digital delivery lifecycle, including architecture, engineering, delivery management, user-centred design, business analysis, data, DevOps, and AI. We operate as a collaborative and inclusive organisation that empowers our people to take ownership, innovate, and develop their expertise. As an equal opportunities employer, we are committed to encouraging equality, diversity, and social mobility, while creating opportunities for our teams to work on meaningful projects that deliver lasting impact.
About You: You are a motivated and adaptable professional with a strong analytical mindset and a passion for using technology to solve real-world problems. You enjoy working in collaborative, agile teams and take pride in delivering high-quality solutions that make a tangible impact. With strong communication skills and a consultative approach, you’re comfortable engaging with clients, understanding their needs, and translating them into effective outcomes.
About the Role: We are seeking an experienced Service Desk Manager with 5+ years of hands-on leadership experience to oversee a mature support service environment. You will manage the end-to-end service desk function supporting approximately 400+ technical end-users (primarily analysts) while coordinating closely with resolver groups across Cloud and Software Engineering teams. You will take immediate ownership of the triage process, ensure first-line issues are resolved efficiently and leverage your technical acumen to know precisely when and how to elevate complex tickets to specialist engineering teams.
Key Responsibilities:
- Lead and optimise the daily operations of a fast-paced, mature Service Desk supporting 400+ end-users.
- Own the triage process, driving immediate improvements to first-contact resolution, incident management and ticket routing.
- Oversee first-line support operations, taking direct responsibility for incident resolution, and reporting and monitoring SLA performance.
- Manage escalation pathways to higher-tier resolver groups within Cloud and Software Engineering teams without creating bottlenecks.
- Rapidly adapt to and manage the Jira environment, optimising workflows, queues and reporting to fit the service's specific operational context.
- Maintain high satisfaction levels across a technical user base composed mainly of data and systems analysts.
Essential Qualifications & Experience:
- Experience: 5+ years managing a busy, mature Service Desk function.
- Security Clearance: Active UK SC Clearance (minimum requirement).
- Platform Expertise: Advanced knowledge of Jira (Incident/Service Management) with a proven track record of aligning Jira workflows to operational needs quickly.
- Environment: Experience supporting technical end-users (analysts, engineers) and interfacing directly with Cloud and Software Development resolver groups.
- Incident Leadership: Strong judgment in triaging, first-line fixing, and escalating specialist issues.
Desirable Skills:
- Experience administering AWS products, particularly AWS Workspaces.
- ITIL certification or strong working knowledge of ITIL frameworks.
What We Offer:
- Competitive Salary
- Bonus Scheme
- Private Healthcare Insurance
- 25 Days Annual Leave + Bank Holidays
- Up to 10 days allocated for development training per year
- Enhanced Parental Leave
- Paid Fertility Leave (5 Days)
- Contributory Pension
- EAP with Help@Hand
- Gym Membership Benefits
- Flexible Benefits Allowance
- Cycle to Work and Electric Vehicle schemes
- Flexible Working
- Annual Away Days/Company Socials
Diversity and Inclusion: As an equal opportunities employer, we are committed to creating a work environment that supports, celebrates, encourages and respects all individuals, where all processes are based on merit, competence and business needs. Encouraging high social mobility is really important to us. We foster an inclusive culture by welcoming different perspectives, enabling equitable opportunities and promoting open dialogue. This commitment is reflected in initiatives such as our gender diversity group and our focus on mental health and wellbeing. Whatever stage you are at, you will find an environment where you can thrive. Should you require further assistance or require any reasonable adjustments to be put in place to better support your application process, please do not hesitate to raise this with us. As a Disability Confident employer, we are committed to ensuring our recruitment process is accessible and inclusive, enabling all candidates to demonstrate their skills, experience and potential.
Service Desk Manager employer: Solirius LTD
At Solirius Reply, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our commitment to employee growth is evident through our extensive training opportunities, flexible working arrangements, and a supportive environment that encourages innovation and ownership. Located in a vibrant area, our team enjoys not only competitive benefits like private healthcare and generous leave but also the chance to work on meaningful projects that make a lasting impact across various sectors.
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 Solirius LTD 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 Solirius LTD 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 Solirius LTD!
✨Direct Apply to Solirius LTD
Let's not forget to apply directly through the Solirius LTD 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 Solirius LTD.
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 Solirius LTD. 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 Solirius LTD
✨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.
