We’re modernising the way we deliver technology services – and we’re looking for a confident, customer-focused, technically experienced IT Service Desk Manager to lead our 1st and 2nd Line Support teams through this next phase of improvement and innovation.
This is your opportunity to take ownership of a high-performing team, drive a culture of service excellence, and play a pivotal role in enhancing the IT experience for more than 1,000 colleagues across our organisation.
The Role
You’ll lead the day-to-day operations of our Service Desk and Technical Services Team – managing people, processes, and performance to ensure colleagues receive a responsive, high-quality service, no matter where they’re based.

Coaching and developing a skilled team of Service Desk Analysts and Technical Service Engineers.
Acting as the senior point of escalation for complex support queries.
Embedding a proactive, data-driven approach to service improvement – monitoring key metrics like ticket volumes, resolution times, and customer satisfaction.
Supporting the adoption of automation and self-service tools to create efficiencies.
Ensuring consistent service delivery across multiple sites, including remote and on-site support.
You’ll work closely with the Head of IT Operations and other stakeholders to shape and optimise our service management approach, helping us build a high-impact, customer-focused function.
What You’ll Bring