Service Desk Manager

A well-established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function within a complex, multi-site environment.

Supporting a diverse user base across office, remote and site locations, you’ll play a pivotal role in delivering a high-quality, customer-focused IT service, ensuring stability, performance and continuous improvement across the service desk and field support teams.

Key Responsibilities:

• Lead and manage the Service Desk and Field Support teams, driving performance, development and a customer-first culture
• Act as the senior escalation point for major incidents and complex technical issues
• Own end-to-end incident, request, problem and change management aligned to ITIL best practices
• Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quantity
• Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-tim...