IT Group Service Desk Manager, IT Group Service Desk Manager

IT Group Service Desk Manager

We are looking for an experienced IT Group Service Desk Manager to lead and evolve our 24/7 European IT Service Desk within a 3‑Star SDI‑accredited, customer‑led environment. This senior leadership role carries full accountability for service delivery, people leadership, major incident management and continuous improvement.

What You’ll Do

• Lead and manage the 24/7 European IT Service Desk operation
• Build, mentor and develop a team of Team Leads and Analysts
• Own Major Incident Management, acting as the senior escalation point
• Drive service excellence through strong ITSM processes and governance
• Define and deliver the Service Desk strategy, KPIs and service reporting
• Strengthen stakeholder relationships across IT and the wider business
• Lead service improvement initiatives, automation and knowledge management
• Manage budgets for service improvements, tooling and refresh cycles
• Ensure SOx compliance and operational control

What You’ll Bring

• Proven experience leading a large IT Service Desk in a medium‑large organisation
• Strong people leadership and stakeholder management skills
• Deep understanding of IT Service Management / ITIL environments
• Ability to balance strategic improvement with day‑to‑day operations
• Confident decision‑maker with strong prioritisation skills
• Experience influencing senior stakeholders across the business
• Willingness to travel in line with business needs

Desirable

• ITIL qualification
• IT or Project Management qualification
• Experience driving ITSM automation and service transformation
• Full UK driving licence

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