Service Desk Manager

Overview

In this role you will lead a mature Service Desk supporting 400+ end-users, coordinating with Cloud and Software Engineering teams. You’ll own triage, drive first-contact resolution, and ensure effective incident handling and escalation. You will optimize Jira workflows to fit operations and maintain high satisfaction among technical users. This position offers exposure to a collaborative, security-conscious environment and opportunities to shape service delivery at scale.

Pay / Benefits

• Competitive Salary
• Bonus Scheme
• Private Healthcare Insurance
• 25 Days Annual Leave + Bank Holidays
• Development training (up to 10 days/year)
• Contributory Pension

Responsibilities

• Lead daily operations of a fast-paced Service Desk for 400+ end-users
• Own the triage process and improve first-contact resolution and ticket routing
• Oversee incident resolution, service monitoring, and SLA reporting
• Manage escalation pathways to higher-tier resolver groups without bottlenecks
• Optimize Jira workflows, queues, and reports for the service context
• Maintain high satisfaction across data and systems analysts

Key requirements

• 5+ years of experience managing a busy Service Desk
• Active UK SC Clearance (minimum)
• Advanced knowledge of Jira (Incident/Service Management)
• Experience supporting technical end-users and interfacing with Cloud and Software Development resolver groups
• Strong judgment in triaging, first-line fixes, and escalation of complex issues

• Collaborative mindset
• Strong communication and consultative approach
• Analytical and adaptable
• Jira Service Management
• Incident management
• ITIL knowledge or certification

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