Job Details

We are looking for an IT Service Desk Manager to oversee the day-to-day operations of the IT service desk to ensure users receive timely, high-quality support and that service levels are consistently met. The role blends people management, IT service management best practices (often ITIL-based), and continuous improvement of support processes.

Core purpose

• Lead the IT service desk function so incidents and service requests are logged, prioritized, and resolved within agreed SLAs while maintaining strong customer satisfaction.
• Act as the main escalation and communication point between end users, the service desk team, and other IT/service owners.

• Manage daily service desk operations, including ticket queue management, workload balancing, shift cover, and monitoring SLAs/KPIs.
• Lead, coach, and develop service desk analysts, including mentoring, performance reviews, and training plans to build both technical and customer service capability.
• Handle escalated incidents and high-priority issues, coordinate communications during outages, and ensure effective incident and request management processes are followed.
• Analyze metrics and customer feedback to identify trends, recurring problems, and improvement opportunities, then drive changes to processes, tooling, or staffing.
• Collaborate with wider IT (e.g., infrastructure, applications, problem/change management) to support major incident handling, problem management, and service improvements.

• Several years' experience in a service desk or IT support environment, including prior team leadership or supervisory experience.
• Strong knowledge of IT service management practices and frameworks such as ITIL, often supported by ITIL Foundation or higher certifications.
• Broad technical understanding of end-user computing, networks, business applications, and common enterprise platforms, sufficient to oversee troubleshooting and guide the team.
• Excellent communication, stakeholder management, and customer service skills, with the ability to manage expectations and resolve conflicts.

• Oversee daily operation of the service desk and ticketing system.
• Ensure adherence to incident, request, and escalation procedures (aligned to ITIL).
• Monitor and report on SLAs, KPIs, and customer satisfaction; implement improvements as needed.
• Line-manage service desk staff (hiring, onboarding, coaching, performance management).
• Own or contribute to documentation, knowledge base, and standard operating procedures for support.