Service Desk Manager

Service Desk ManagerLondon (hybrid)6 month contract (Outside IR35) £500 - £600 p/dA 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 cultureAct as the senior escalation point for major incidents and complex technical issuesOwn end-to-end incident, request, problem and change management aligned to ITIL best practicesOversee ticket queues, workload distribution, SLA/OLA adherence and ticket quantityProduce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadershipDrive continuous improvement through root cause analysis, gap analysis and service optimisation initiativesCoordinate service desk involvement in projects, rollouts, migrations and onboarding/offboarding activitiesWork closely with infrastructure, security, applications teams and third-party suppliers to ensure effective service deliveryMaintain and improve knowledge management, documentation and standard operating proceduresEnsure alignment ..... full job details .....