ABOUT YOU

What We’re Looking For:

• Proven experience managing an IT Service Desk in a fast-paced, service-oriented environment
• Strong people leadership and team development skills
• Ability to confidently engage with C-suite and executive stakeholders
• Knowledge of ITIL best practices
• Track record of improving IT support services and managing change
• Hands-on experience with enterprise environments and modern endpoint management tools
• Exposure to supporting infrastructure migrations or mergers & acquisitions-related IT work is a strong plus
• Calm, solutions-focused mindset with a passion for customer service

We are seeking a dynamic and experienced IT Service Desk Manager to lead our high-performing Service Desk team during a 12-month maternity cover. This is a hands-on, leadership role responsible for managing day-to-day operations, meeting SLAs, and ensuring the team continues to provide excellent support across a mix of Wintel and iOS environments.
You will oversee a team of 10, including 1st Line, 2nd Line and Deployment Engineers. Your team will act as the first point of contact for all IT issues across the business, resolving incidents directly or escalating to specialist teams where appropriate.
As we continue to grow through acquisitions, the Service Desk team will play a critical role in technical onboarding, systems integration, and user migrations. You’ll help lead this process from the frontline, setting standards, coordinating support operations, and maintaining stability through periods of change.
You’ll also provide direct support to VIP stakeholders, including senior executives, ensuring their technical needs are met quickly and with professionalism.

Key Responsibilities:

• Lead and manage the IT Service Desk team to deliver high-quality technical support
• Set performance expectations, coach team members, and promote a culture of continuous improvement
• Ensure tickets are managed within SLAs using Jira Service Management
• Support and coordinate technical work related to acquisitions, migrations, and infrastructure integrations
• Provide reliable and proactive VIP support to senior stakeholders
• Collaborate closely with HR, Procurement, Recruitment, and external vendors
• Maintain accurate staff IT lifecycle processes (joiners, leavers, internal moves)
• Deliver and support key IT projects as needed
• Monitor KPIs and drive service improvements
• Ensure compliance with IT security policies and best practices

Key Technologies:

• Jira Service Management
• Azure AD
• Intune