ICT Service Desk Manager

VolkerWessels UK is a market leading contracting group of five closely linked businesses. We provide integrated and ground-breaking solutions for the civil engineering and construction sectors, with specialisms in rail, highways, airports, marine, defence, energy, water, and environmental infrastructure. We are recruiting for a Service Desk Manager to join our ICT team. Reporting into our Head ICT Support, you'll ensure the delivery of high-quality, customer-focused IT support services across our organisation. Managing our team of 6 1st line engineers, you'll oversees the day-to-day operations of the Service Desk, manages performance, drives continuous improvement, and ensures effective use of ServiceNow for incident, request, and change management. This role requires an individual who is flexible, hands on, adaptable, and focused on providing excellence in business-critical support. Please note that this role is based at our Hoddesdon head office (minimum 4 days on site).

About our role

Service Delivery and Performance

• Monitor and report on service desk performance metrics (e.g., SLAs, response/resolution times).
• Ensure consistent and effective use of ServiceNow for incident, request, and change management.
• Drive service improvements through analysis of trends, feedback, and root cause investigations.

Customer Experience

• Champion a customer-first approach, ensuring all interactions are professional, empathetic, and solution-oriented.
• Handle escalated user complaints and ensure timely resolution and communication.

Process & Compliance

• Maintain and improve ITIL-aligned service desk processes and procedures.
• Ensure compliance with internal policies, security standards, and audit requirements.

Collaboration & Communication

• Work closely with Infrastructure, Field Support, and Applications teams to ensure seamless service delivery.
• Communicate effectively with stakeholders across the business regarding service status, issues, and improvements.

ServiceNow Experience

• Experience using ServiceNow to ensure Service Desk get the most out of the tool.
• Collaborate with platform owners to enhance workflows, reporting, and automation.

Documentation & Knowledge Management

• Ensure the creation and maintenance of knowledge base articles, FAQs, and support documentation.
• Promote knowledge sharing and self-service adoption across the user base.

Stakeholder engagement and management

• Fostering and maintaining working relationships with key stakeholders throughout the business.

People management

• Managing and coaching our team of 6.
• You'll also monitor and manage team performance metrics.
• Offer technical guidance, mentorship to support to the team.

About you

You'll have demonstrable experience in a similar role, coupled with strong management and leadership skills, as well as a deep understanding and experience of IT service management. You'll also have hands-on experience with ServiceNow in a high-volume support environment, alongside strong ITIL experience. If your past experience doesn't match perfectly with every requirement of the job description, we still encourage you to apply. You may be just the right candidate for us.

Why work with us?

VolkerWessels UK operate through five separate, but complementary businesses, working in collaboration and using our specialist skills to deliver an integrated service for our clients. At any one time, our people are working on our sites or in our offices, for around 250 projects across the UK. Everyday we overcome challenges, fulfilling our commitments, no matter what. That's what our business is about, that's how our people find satisfaction in their jobs. We offer competitive rewards and benefits, recognising the value we place on our employees. We offer a range of benefits, including:

• Competitive salary
• Competitive annual leave and an additional day off on your birthday
• Option to buy additional annual leave
• Private medical care
• Pension
• Life Assurance
• Cycle to Work scheme
• Shopping and restaurants vouchers, rewards, and discounts
• Training and development opportunities-comprehensive skills-based training
• Family friendly polices including enhanced maternity benefits
• Employee Assistance programme
• Mental health, physical health, and financial support
• 24/7 Virtual GP service

Fairness, inclusion and respect

We believe in pushing boundaries in the pursuit of fairness, inclusion and respect. So, our teams can be comfortable that, whatever their background, VolkerWessels UK is a place where they can be themselves and thrive.

If you need support with your application, please contact us at

Additional information

Note for Recruitment Agencies: Our preference is to hire directly, and we will reach out to our Preferred Supplier List (PSL) agencies if this particular role qualifies for release. We kindly request that you refrain from sending speculative CVs. In the event of speculative CV submissions, no fees will be applicable, and we kindly ask that all inquiries to be directed

VolkerWessels UK is committed to maintaining healthy, safe and productive working conditions for its entire staff and therefore a drugs & alcohol screening is mandatory for all.