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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