Service Desk Manager (ITSM)

Service Desk Manager2 days onsite 300 a day Inside IR353-6 MonthsThe Service Desk Manager is responsible for ensuring the delivery of high-quality, responsive IT support to staff across a geographically dispersed organisation.The role combines operational leadership with ownership of service performance reporting and KPI management. The postholder will ensure accurate and meaningful reporting of service metrics, contributing to wider IT operational dashboards.The Service Desk Manager will also support ongoing IT service management maturity initiatives, including contributing to discussions about future ITSM tooling.Key ResponsibilitiesLead and manage Level 1 and Level 2 Service Desk analysts.Ensure effective handling of incidents and service requests in line with SLAs.Monitor workload distribution and ensure efficient ticket progression.Act as an escalation point for high-priority incidents during business hours.Maintain clear communication standards and a strong customer service culture.ITSM Tooling and Process ImprovementEnsure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8).Drive continuous improvement initiatives.Contribute to evaluation of modern ITSM tools (e.g. ServiceNow).Ensure Service Desk processes align with ITIL best practice.Conduct supplier performance review meetingsSupport compliance with safeguarding, GDPR, and information security requirementsWork collaboratively with infrastructure teams and third-party suppliers to ensure ..... full job details .....