Service Desk Manager (ITSM)

Service Desk Manager

1 day onsite

£350 a day Inside IR35

3-6 Months

The Service Desk Manager is responsible for ensuring the delivery of high-quality, responsive IT support to staff across a geographically dispersed organisation.The role combines operational leadership with ownership of service performance reporting and KPI management. The postholder will ensure accurate and meaningful reporting of service metrics, contributing to wider IT operational dashboards.The Service Desk Manager will also support ongoing IT service management maturity initiatives, including contributing to discussions about future ITSM tooling.

Key Responsibilities

Lead and manage Level 1 and Level 2 Service Desk analysts.
Ensure effective handling of incidents and service requests in line with SLAs.
Monitor workload distribution and ensure efficient ticket progression.
Act as an escalation point for high-priority incidents during business hours.
Maintain clear communication standards and a strong customer service culture.
ITSM Tooling & Process Improvement
Ensure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8).
Drive continuous improvement initiatives.
Contribute to evaluation of modern ITSM tools (e.g. ServiceNow).
Ensure Service Desk processes align with ITIL best practice.
Conduct supplier performance review meetings
Support compliance with safeguarding, GDPR, and information security requirements
Work collaboratively with infrastructure teams and third-party suppliers to ensure seamless service delivery.
Essential Skills & Experience

Strong team leadership skills and experience
Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting.
Strong customer service orientation with excellent communication skills.
Working knowledge of PowerBI, Windows 11, Office 365, Active Directory, and common desktop applications.
Experience using IT service management tools (e.g., Hornbill, ServiceNow).
Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
Understanding of ITIL principles and service management best practices.Desirable

ITIL certification.
Experience with Microsoft Intune, Azure AD, and endpoint management.
Data processing and reporting skills
Experience supporting hybrid working environments and remote users.Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)