https://jobs.co.uk/job/service-desk-manager-itsm-hays-technology--b67b1be2-4070-4c9a-8075-b9c2d4e43458 RSS feed for Service Desk Manager (ITSM) at Hays Technology. en-gb Sun, 31 May 2026 07:40:43 GMT https://jobs.co.uk/job/service-desk-manager-itsm-hays-technology--b67b1be2-4070-4c9a-8075-b9c2d4e43458 https://jobs.co.uk/job/service-desk-manager-itsm-hays-technology--b67b1be2-4070-4c9a-8075-b9c2d4e43458 Tue, 26 May 2026 23:00:00 GMT Location: Crewe | Salary: £300/day 300 | Type: Contract | Service Desk Manager 2 days onsite -300 a day Inside IR35 3-6 Months The 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 Responsibilities Lead 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 & Process Improvement Ensure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8). Drive continuous improvement initiatives... Contract