IT Service Desk Manager

IT Service Desk Manager - 2 months Contract - £450/day via umbrella company - onsite South Coast - SCC FLEX CONTRACT

The IT Service Desk Manager is responsible for the day-to-day leadership, performance, and continual improvement of the IT Service Desk, ensuring high-quality, customer-focused IT support across head office and remote users. This role acts as the single point of accountability for incident, request, and escalation management, ensuring service levels are met while supporting business-critical operations.

Your responsibilities as an IT Service Desk Manager:

• Lead and manage the IT Service Desk (1st/2nd line), including resource planning, workload allocation, and performance monitoring.
• Ensure consistent delivery of IT support aligned with ITIL best practices across Incident, Request, Problem, and Major Incident Management.
• Own and monitor KPIs, SLAs, and customer satisfaction metrics.
• Act as the primary escalation point for high-priority or business-critical incidents.
• Maintain accurate ticket logging, categorisation, prioritisation, and closure within the ITSM toolset.
• Produce regular service performance reports for IT leadership and business stakeholders.
• Build strong relationships with head office teams, operational stakeholders, and third-party suppliers.
• Translate business impact into clear technical priorities during incidents.
• Line manage Service Desk Analysts, including coaching, development planning, and performance reviews.
• Promote a customer-centric, professional, and collaborative service culture.
• Own and enhance Service Desk processes, knowledge base content, and self-service capabilities.
• Ensure compliance with IT security, data protection, and access management policies.
• Support audits, governance activities, and operational compliance requirements.

As a suitable IT Service Desk Manager, you will have:

• Proven experience managing an IT Service Desk or IT Support function.
• Strong understanding of ITIL frameworks and service management principles.
• Experience delivering service improvements and implementing best practices aligned to ITIL.
• Background supporting multi-site environments.
• Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or similar.
• Excellent stakeholder communication, incident coordination, and escalation management skills.
• Customer-focused, calm under pressure, and able to lead teams effectively.
• Data-driven, process-oriented, and able to communicate clearly with both technical and non-technical audiences.

If you are a results-driven IT Service Desk Manager with a passion for your work, we want to hear from you. Immediate start. References required.

NOTE: At SCC, we take the privacy and security of your information very seriously, any information we hold will be by current data protection legislation. Upon submitting your application SCC will process your information in line with our privacy policy which can be found on our website under the Legal section -> Privacy Notice -> Flexible Resourcing