Service Desk Manager

Service Desk Manager

12-month contract

Location: Gloucestershire (5 days on site)

Salary: £350 - £400 per day inside IR35

Job Purpose

The ICT Service Desk Manager is responsible for leading and managing the ICT Service Desk team, ensuring delivery of high-quality support services and customer satisfaction. The role oversees incident and request handling, drives service improvements, and maintains documentation, policies, and procedures. The manager will also support service transition, financial planning, and liaise with internal teams and third-party suppliers.

Key Responsibilities

• Lead, support, mentor, and develop the Service Desk team to deliver effective customer support.
• Oversee daily operations, manage high-priority incidents, and ensure timely resolution of requests.
• Develop and monitor service desk KPIs and SLAs; provide regular performance reports.
• Maintain and refine service desk processes and documentation.
• Collaborate with other ICT teams, project managers, and suppliers to ensure successful service transition.
• Coordinate out-of-hours on-call support to ensure 24/7 coverage.
• Manage feedback, analyse root causes of incidents, and implement service improvement plans.
• Monitor and manage costs associated with service delivery.
• Maintain security standards and ensure information confidentiality.

Duties and Tasks

• Ensure adherence to incident management and escalation procedures.
• Proactively resolve system problems; investigate patterns and trends to prevent recurrence.
• Manage service catalogues and ensure all supported services are documented and current.
• Monitor performance metrics and recommend improvements to enhance service efficiency.
• Conduct capacity planning, forecasting, and system performance analysis.
• Provide coaching, performance feedback, and on-the-job training to staff.
• Facilitate communication across stakeholders and act as a single point of contact for escalations.
• Coordinate configuration changes, system upgrades, and maintenance with minimal service disruption.
• Maintain strong compliance with ITIL and IT Service Management (ITSM) best practices.

Skills and Experience

• Strong experience managing a busy ICT service desk in a multi-channel environment.
• Knowledge of IFS Assyst (ITSM).
• In-depth understanding of ITIL processes and service desk software/tools.
• Ability to lead teams, manage resources, and drive performance improvements.
• Excellent interpersonal, problem-solving, and communication skills.
• Capable of working under broad direction and taking full ownership of objectives.
• Demonstrates ethical thinking, innovation, and customer-focus.
• Experience working with incident and problem management, service transitions, and continuous improvement.

Additional Requirements

• May be required to participate in a 24/7 on-call rota.
• Must adhere to data protection and information security standards.
• Ideally already Security clearance and vetting