Service Desk & Support Manager

Overview

In this leadership role, you will shape and elevate an established IT Service Desk by embedding a data-led, process-driven approach. You will mentor a technically capable team, manage performance and resource planning, and partner with stakeholders to improve service quality across locations. You will lead initiatives on automation, self-service, and continuous improvement while ensuring governance, incident handling, and user satisfaction. This position offers strategic impact in a multinational, regulated environment through people development and process optimisation.

Pay / Benefits

• 28 days’ holiday
• 10% pension up to a cap
• breakfast and lunch when working in the office
• comprehensive suite of company benefits

Responsibilities

• Lead, mentor, coach and develop the IT Service Desk team
• Improve service performance using ticketing data, KPIs, SLAs and trend analysis
• Strengthen resource planning and service coverage across locations
• Oversee incident, problem, request and knowledge management
• Reduce recurring issues through root-cause analysis
• Drive automation, self-service and process optimisation
• Improve user satisfaction and overall service quality
• Produce service performance reporting and management information
• Track service trends, risks and improvement initiatives
• Build strong stakeholder relationships across the business
• Support change management, audit, compliance and operational governance

Key requirements

• Proven experience managing and developing an IT Service Desk or IT Support team
• Strong coaching and mentoring skills, with the ability to lead a technically capable support team
• Good knowledge of ITSM principles, ideally ITIL certified
• Strong experience using service desk data, KPIs and SLAs to drive performance and continuous improvement
• Good technical understanding of Microsoft 365, Azure and endpoint management environments
• Experience with ITSM/ticketing platforms such as Freshservice, ServiceNow or Jira Service Management
• Strong stakeholder management, communication and problem-solving skills
• Experience managing incidents, escalations and operational service delivery
• Financial services, regulated-sector or multi-site/international support experience would be advantageous

• coaching and mentoring
• stakeholder management
• problem-solving
• ITSM principles
• ITIL
• Microsoft 365

…