Service Desk Manager

Service Desk ManagerLondon£500-£600 per day (outside IR35)A leading organisation within the rail and transport sector is seeking an experienced Service Desk Manager to lead its IT support function across a multi-site operational environment.This role will be responsible for ensuring the delivery of a high-quality support service, managing service desk performance, driving continuous improvement and acting as the key escalation point for service-related issues.Key Responsibilities* Lead and develop the Service Desk team, promoting a customer-focused culture* Manage service desk performance, workloads, KPIs and service levels* Act as the escalation point for major incidents and service issues* Drive improvements across incident, request and problem management processes* Produce regular service reporting and performance metrics for stakeholders* Coordinate support activities across operational sites and corporate functions* Manage relationships with third-party suppliers and support partners* Ensure service documentation, knowledge articles and operational procedures remain currentExperience Required* Proven experience managing an IT Service Desk within a complex, multi-site environment* Strong leadership and people management skills* Experience managing service performance, SLAs and operational reporting* Excellent stakeholder engagement and communication skills* Strong understanding of IT service management best practices* Experience working with service management tools and ..... full job details .....