Service Desk Manager - Remote Working - 12 Month Contract

Summary: The Service Desk Manager role involves leading and managing all Service Desk operations for an industry-leading consulting client on a remote basis for an 18-month contract. The position requires overseeing incident management, team leadership, stakeholder engagement, and driving continuous improvement initiatives. The ideal candidate will have extensive experience in IT Service Management and a strong background in managing large-scale Service Desk operations. Key qualifications include relevant educational credentials and certifications in ITIL and project management methodologies.

Key Responsibilities:

• Lead and manage all Service Desk operations, ensuring incidents, system faults, and service requests are handled efficiently and within agreed SLAs.
• Oversee incident management and act as the escalation point for critical service disruptions.
• Ensure accurate documentation, root cause analysis, and proactive problem management.
• Build, motivate, and coach a high-performing, multicultural Service Desk team.
• Ensure resource planning, knowledge sharing, and succession planning.
• Collaborate with business units, third-party suppliers, and senior stakeholders to ensure seamless service delivery.
• Drive process optimization, automation, and self-service initiatives to enhance end-user experience.
• Champion Lean IT and ITIL best practices for service excellence and operational efficiency.

Key Skills:

• Bachelor's degree (or higher) in Computer Science, Engineering, IT Management, or related field.
• ITIL v3 or ITIL 4 Foundation (minimum required) - Intermediate or Managing Professional certification desirable.
• Lean IT, Six Sigma, or Project Management certification (PRINCE2/PMP) desirable.
• Minimum 8-10 years of experience in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
• Proven track record managing large-scale Service Desk operations (500+ users, high-volume ticketing environments).
• Fluent English (written and spoken) - able to communicate effectively with senior stakeholders and produce management reports.
• Strong leadership and team-building skills with a hands-on, problem-solving mindset.
• Ability to perform under pressure in mission-critical environments.
• Excellent communication and stakeholder management skills.
• Results-driven, proactive, and committed to continuous improvement.

Salary (Rate): £344.83 monthly

City: London

Country: UK

Working Arrangements: remote

IR35 Status: inside IR35

Seniority Level: Senior

Industry: IT

Detailed Description From Employer:

Service Desk Manager - Remote Working - 18 Month Contract

I am currently working with an industry leading consulting client that are seeking a Service Desk Manager. The position is Remote Working on a 12 month initial contract.

Key Responsibilities

Service Desk & Incident Management

- Lead and manage all Service Desk operations, ensuring incidents, system faults, and service requests are handled efficiently and within agreed SLAs.
- Oversee incident management and act as the escalation point for critical service disruptions.
- Ensure accurate documentation, root cause analysis, and proactive problem management.

Team Leadership & Development

- Build, motivate, and coach a high-performing, multicultural Service Desk team.
- Ensure resource planning, knowledge sharing, and succession planning.

Stakeholder Engagement & Reporting

- Collaborate with business units, third-party suppliers, and senior stakeholders to ensure seamless service delivery.

Continuous Improvement & Transformation

- Drive process optimization, automation, and self-service initiatives to enhance end-user experience.
- Champion Lean IT and ITIL best practices for service excellence and operational efficiency.

Requirements Education & Professional Qualifications

- Bachelor's degree (or higher) in Computer Science, Engineering, IT Management, or related field.
- ITIL v3 or ITIL 4 Foundation (minimum required) - Intermediate or Managing Professional certification desirable.
- Lean IT, Six Sigma, or Project Management certification (PRINCE2/PMP) desirable.

Experience

- Minimum 8-10 years of experience in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
- Proven track record managing large-scale Service Desk operations (500+ users, high-volume ticketing environments).
- Experience with transport, public sector, or critical infrastructure contracts advantageous.

Languages

- Fluent English (written and spoken) - able to communicate effectively with senior stakeholders and produce management reports.

Personal Attributes

- Strong leadership and team-building skills with a hands-on, problem-solving mindset.
- Ability to perform under pressure in mission-critical environments.
- Excellent communication and stakeholder management skills.
- Results-driven, proactive, and committed to continuous improvement.

Service Desk Manager - Remote Working - 18 Month Contract