ICT Service Desk Manager

ICT Service Desk Manager - Nottingham My client is seeking a skilled and proactive ICT Service Desk Manager to lead the delivery of high-quality IT support services across a wide network of sites, including libraries, learning centres, archives, and cultural venues. This role is ideal for an experienced IT professional with strong leadership abilities and a commitment to excellent customer service, looking to make a real difference in a dynamic and diverse environment. What you ll be doing: Leading and developing a responsive, efficient ICT Service Desk team Managing the resolution of incidents, service requests, and major technical issues Coordinating with third-party vendors and monitoring service level agreements Overseeing IT asset management and ensuring data protection and security compliance Supporting over 700 users across more than 100 sites Identifying service improvements and promoting end-user satisfaction What we re looking for: Proven experience in IT support management Strong understanding of ITIL and service management best practices Technical knowledge of Microsoft infrastructure, networking, and remote support tools Excellent communication and interpersonal skills Ability to lead, coach, and develop teams effectively Desirable skills and qualifications: Industry certifications or working towards one Experience delivering IT projects and managing change Familiarity with GDPR, Cyber Essentials, ISO27001, and other compliance standards Why this role? ..... full job details .....