IT Service Desk Manager - Contract (Inside IR35)

Summary: The IT Service Desk Lead will oversee the transformation of the Service Desk within a public sector organization, focusing on implementing ITIL recommendations and transitioning to Atlassian Jira ITSM. This role requires a hands-on approach to design SLAs, establish reporting metrics, and document procedures while fostering a customer-focused culture in the IT support team. The position is hybrid, requiring two days in the office in Manchester, and is contracted until March 2026.

Key Responsibilities:

• Design and formalise SLAs and define 1st/2nd/3rd line support boundaries across service requests, incidents, and training needs.
• Set up and maintain standardised reporting and dashboards on key service desk metrics and KPIs.
• Document and train staff on core Standard Operating Procedures (SOPs), including triage, incident, and problem management, service request, and change management.
• Using a ‘test n learn’ approach, configure and implement a new ITSM system using Atlassian Jira to reflect the designed new ITIL processes and a service catalogue.
• Significant knowledge and experience of using the ITIL framework and standards to the delivery of IT infrastructure services.
• Experienced in establishing high performing teams and engaging staff in effective delivery of services.
• Building a scalable, technically adept IT Support team that is underpinned by a customer-focused culture.

Key Skills:

• Experience with ITIL framework and standards.
• Proficiency in implementing ITSM solutions, specifically Atlassian Jira.
• Ability to design SLAs and establish service desk metrics.
• Strong documentation and training skills for SOPs.
• Experience in team building and management in an IT support context.
• Customer-focused mindset with a commitment to service excellence.

Salary (Rate): 400

City: Manchester

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT