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IT Service Desk Manager

Job title

IT Service Desk Manager

Job description

Monday – Friday, Service Desk operates 8am – 6pm (shift rota 8am-4pm,9am-5pm,10am-6pm)

Hybrid working 2 days per week on site; after minimum 3 week induction period

We are currently recruiting for a Service Desk Manager to be responsible for the operational management and development of the IT service desk, leadership of a high performing and highly motivated service desk team and the delivery of excellent IT support.

You will focus on developing an excellent IT support system and processes with appropriate escalation both within the service desk team and the wider IT team as required. You will work with third party providers to deliver support and solutions. You will ensure that the service desk is ITIL aligned, customer focussed and that customer satisfaction is measured and maximised. Performance of the service desk will be monitored against required key performance indicators and will be subject to continuous improvement.

The role requires a balance of excellent managerial, customer service and technical skills, experience of managing people and of leading, managing and working in an ITIL service desk environment. You will have excellent interpersonal skills and the ability to develop strong working relationships with all levels of staff in a complex working environment.

Essential criteria


  • Master’s degree in a relevant subject or equivalent level of knowledge gained through experience and further training/development;
  • MCA or equivalent;
  • ITIL 3/4 Foundation Certified

Knowledge and skills

  • Extensive knowledge of supporting and working in a service desk environment, industry standards and processes for effective delivery of IT operations;
  • Significant knowledge of supporting an Office 365 and Microsoft stack operating systems, IT service management;
  • Demonstrable leadership skills evidenced by an ability to identify and adopt appropriate management and leadership strategies and styles to suit specific situations;
  • Excellent customer service and negotiation skills;
  • Good knowledge of financial management, budgets and the ability deliver value for money;
  • Effective, skilled communicator at all levels of an organisations using a variety of approaches;.
  • Evidence of significant knowledge of networking technologies including WAN/LAN.;
  • Knowledge and experience of using ITIL framework and standards to the delivery of IT infrastructure services;
  • Knowledge of current and existing IT security systems;
  • Good knowledge of modern web protocols and security standards;
  • Demonstrable knowledge of and skilled in project and programme management.


  • Significant experience of leading a high performing IT support service within a complex, multi-faceted organisation;
  • Significant experience managing a cross skilled service desk environment and providing an excellent customer service;
  • Track record of successfully delivering customer focused service delivery and delivering efficiencies;
  • Extensive experience of managing third party providers;
  • Extensive experience of operational management and support of a Microsoft desktop and Window environment and delivering a remote support;
  • Demonstrable experience of delivering IT services to agreed levels of performance;
  • Experience in leading and managing complex projects;
  • Experienced in establishing high performing teams and engaging staff in effective delivery of services as well as experience of directly managing staff including performance management and appraisals;
  • Track record of achievement at a management level in a similarly large and complex organisation;
  • Demonstrable experience of delivering a high quality, high performing IT service desk function in a large complex organization;
  • Extensive experience in new technologies and supporting these in similar organisations;
  • Experience of identifying innovative technologies which lead to service improvements;
  • Extensive experience of reviewing business processes and redesigning services leading to improvements;
  • Proven skills and a track record of achieving service improvement through the adoption of digital technologies;
  • Proven experience of proactively working on own initiative, under pressure to tight and potentially conflicting deadlines, managing and prioritising own and team's workload;

Desirable criteria


  • MCSE;
  • VMWare Certified Professional;
  • ITIL 4 Managing Professional;
  • Recognised project management qualification such as PRINCE, AGILE or MSP;


  • Experience of working in the health sector / NHS or other public sector organisation;
  • Experience of managing a hybrid IT infrastructure.

If you feel you have the skills and experience needed for this role; please do apply now.

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