Information Technology Service Desk Manager

Join Go-Ahead Group as our Service Desk Manager – Lead the Charge in IT Excellence

Are you a seasoned IT leader ready to energise service delivery across a dynamic organisation? Go-Ahead Group is on the hunt for a Service Desk Manager to take centre stage in shaping how our colleagues experience technology support. This pivotal role sits within our Group IT function, driving day-to-day operations of the Service Desk while partnering with IT stakeholders to deliver outstanding service outcomes.

If you thrive in high-impact environments, have a sharp technical edge, and know how to inspire a team — we want you on board.

What You’ll Lead & Deliver

• Oversee Service Desk operations, ensuring top-tier support across the business
• Drive collaboration between 1st and 2nd line support for faster, smarter issue resolution
• Champion ITIL-aligned processes that balance best practice with agile execution
• Mentor, recruit and grow a team that delivers with purpose and passion
• Be the voice of service excellence — from incident escalation to stakeholder engagement

Who You Are

• A proven supervisor in IT service delivery with deep tech know-how
• A confident communicator who builds strong relationships at every level
• Solution-oriented, strategic and driven to improve the service experience
• Skilled in stakeholder navigation across complex organisational landscapes
• Comfortable with both operational leadership and hands-on problem-solving

Why Join Us?

• Make your mark in a fast-evolving transport and infrastructure group
• Be part of a culture that values innovation, inclusivity and continuous improvement
• Collaborate with dedicated teams in ITSM, delivery and operations
• Enjoy clear responsibility, growth opportunities and meaningful impact

Please note that you will be required to attend the office a minimum of 4 days per week in Newcastle