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 supplier-led ..... full job details .....