Service Desk Manager, Maternity Cover - 15 months FTC.

Purpose of the Role

The Service Desk Manager is responsible for leading the delivery of IT support services across the organisation, ensuring users receive high-quality, efficient, and customer-focused support. The role provides operational leadership for the Service Desk, 2nd Line Support and User Access teams, while driving continual service improvement, process governance, reporting, automation and technology platform development.

The role is accountable for maintaining service performance, developing team capability, ensuring compliance with IT policies and procedures, managing key suppliers, and supporting the successful delivery of business and IT change initiatives.

Key Responsibilities

Service Management

• Lead the day-to-day operation of the Service Desk, 2nd Line and User Access functions.
• Ensure incidents, service requests and escalations are managed within agreed service levels.
• Monitor and improve customer satisfaction and service quality.
• Review service performance metrics and identify trends, risks and improvement opportunities.
• Act as a senior escalation point for major incidents, customer concerns and service issues.
• Ensure effective communication to stakeholders during incidents and service disruptions.

Team Leadership and People Management

• Manage Team Leaders and support the development of the Service Desk, 2nd Line and User Access teams.
• Conduct performance reviews, coaching sessions and development planning.
• Set service expectations, objectives and performance measures.
• Drive a culture of accountability, customer service and continuous improvement.
• Support recruitment, onboarding and succession planning activities.
• Manage employee relations matters in line with company policies.

ITSM and Process Governance

Own and maintain the following IT support processes:

• Incident Management
• Request Fulfilment
• Knowledge Management
• Escalation Management

Contribute to and support the organisation's Problem Management, Change Management and Major Incident Management processes, working closely with the relevant process owners to ensure the Service Desk, 2nd Line and User Access teams follow agreed procedures.

• Ensure processes are documented, reviewed and followed consistently.
• Identify opportunities to improve efficiency through automation and workflow optimisation.
• Lead process improvement initiatives arising from audits, service reviews and operational feedback.

ITSM Platform Management

• Own the roadmap and continual development of the ITSM platform.
• Work with stakeholders to gather requirements and implement new functionality.
• Support automation projects and service management improvements.
• Ensure the platform supports operational reporting, governance and business requirements.
• Manage testing, deployment and adoption of platform enhancements.

Reporting and Service Performance

• Produce operational, management and executive-level reporting.
• Track service desk demand, ticket trends, service levels and team performance.
• Present service performance updates and improvement plans to leadership teams.
• Analyse operational data to identify opportunities for cost reduction and service improvement.
• Maintain dashboards and reporting frameworks to support decision-making.

Supplier and Vendor Management

• Manage relationships with third-party support providers and technology partners.
• Monitor supplier performance against agreed service levels.
• Coordinate escalations and service reviews with vendors.
• Drive accountability and service improvements from external partners.
• Support contract and service review activities.

Access Management and Compliance

• Oversee user access management processes.
• Ensure joiner, mover and leaver activities are completed in line with company policies.
• Maintain compliance with audit and security requirements.
• Review and improve access management controls and governance processes.

Change and Project Delivery

• Support the delivery of business and IT projects.
• Coordinate operational readiness for new systems, services and acquisitions.
• Develop support models, documentation and transition plans.
• Ensure service teams are prepared to support new technologies and processes.

Knowledge and Continuous Improvement

• Promote knowledge sharing and documentation standards.
• Develop and maintain support procedures and knowledge articles.
• Drive initiatives to improve user experience and operational efficiency.
• Identify opportunities for automation and self-service capabilities.