Job Description

IT Service Desk Manager
Leicester
PCD300028

We are seeking an IT Service Desk Manager to be responsible for managing and supporting the frontline IT service team. Managing both the IT Service Desk and Field Engineers to deliver a first-class service experience across the organisation, you’ll make sure customer incidents and requests are resolved efficiently, new colleagues are onboarded smoothly, and IT assets are tracked and managed effectively. Your focus will be on creating a high-performing, customer-focused service that reflects our values and delivers on our customer promise.

You’ll ensure that strategic projects and initiatives are effectively onboarded into IT operations and continually review the processes used to deliver services to ensure that they are fit for purpose and are aligned with our strategic vision of service delivery, using customer insight and feedback to shape future services.

Working closely with business stakeholders and IT teams, you’ll champion Continual Service Improvement (CSI), managing the incident and request process, and ensuring performance remains consistently high. You’ll also play a key role in asset management, desktop incident prevention, and maintaining robust replacement cycles for hardware.

As part of your responsibilities, you’ll coordinate our response to cyber incidents, oversee remediation and documentation, and deputise for the Service Delivery Manager on change management and escalation processes. You’ll also ensure that emerging risks identified through the service team are communicated effectively to our Security and Governance team.
You’ll bring operational, hands-on experience of managing and improving IT service portfolios, alongside strong technical knowledge of server operating system identity and access management platform and Group Policy, Endpoint and Email Protection, Vulnerability Management, and Device Management using MS endpoint management platform and PatchMyPC. You’ll also the organisation a proven track record in developing and managing SLAs, KPIs, and SAPs.

Our ideal candidate will...

The organisation experience in a customer facing IT Service role.
Hold a recognised IT or IT Service certification such as ITIL, SDI, or equivalent.
The organisation management experience of leading IT Service Desk and IT Field Engineering teams covering a national user base.
The organisation excellent communication, influencing and persuading skills.
The organisation proven technical experience in IT operations & IT Service Management.
The organisation broad based technical knowledge to facilitate triaging of incidents and requests.
The organisation strong analytical and problem-solving skills, able to systematically break down complex issues and tasks into manageable pieces.
Be skilled in root cause analysis and able to pull together disparate technical specialists to get solutions to problems impacting IT Service Operations.
The organisation excellent documentation skills, capable of creating user documentation and standard operating procedures where required.
Be able to always present ideas in business-friendly and user-friendly language.
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.