Service Desk Manager

Service Desk Manager | £50,000 - £60,000 | Hybrid | Professional Services | 14-month FTC

You’ll be responsible for guiding a team of around 10 IT professionals, covering 1st Line, 2nd Line, and Deployment roles. This group serves as the main contact point for technical issues across the company, resolving problems directly where possible or escalating them to specialist teams when required.

As the business continues to expand, particularly through acquisitions, the Service Desk function will be central to onboarding new teams, integrating systems, and managing user migrations. You’ll be a key driver in this process, helping to establish standards, coordinate support efforts, and ensure smooth operations during transitional periods.

In addition, you’ll deliver dedicated support to senior leadership and VIPs, ensuring their needs are handled quickly, efficiently, and with discretion.

Core Responsibilities:

• Manage and develop the IT Service Desk team to deliver excellent customer-focused support
• Define expectations, mentor staff, and encourage continuous improvement
• Oversee ticket management within agreed SLAs using Jira Service Management
• Coordinate IT activities tied to acquisitions, migrations, and integration projects
• Deliver responsive and professional VIP support to senior stakeholders
• Work closely with HR, Procurement, Recruitment, and third-party suppliers
• Manage IT lifecycle processes for employees (onboarding, role changes, offboarding)
• Contribute to delivery of major IT initiatives and projects
• Track and report on KPIs, implementing service improvements where needed
• Uphold IT security standards and ensure compliance across operations

Key Tools & Platforms:

• Jira Service Management
• Azure Active Directory
• Intune
• SCCM
• Windows 11
• iOS device administration
• Microsoft 365 applications

What You Bring

• Solid experience running an IT Service Desk in a fast-paced environment
• Strong leadership skills with a focus on team development
• Ability to engage effectively with senior executives and C-level stakeholders
• Familiarity with ITIL frameworks and best practices
• Demonstrated success improving IT support services and managing organizational change
• Practical experience with enterprise environments and modern device management tools
• Background in supporting IT aspects of mergers, acquisitions, or large-scale migrations is highly desirable
• A calm, pragmatic approach with a customer-first mindset

Please apply now for immediate consideration!