SC Service Desk/Incident Manager
Posted 7 days ago by LA International Computer Consultants Ltd
£480 Per day
Inside
Onsite
Corsham, UK
Summary: The Service Desk/Incident Manager role is focused on leading a Level 4 Service Desk, ensuring effective incident management and enhancing the service desk's reputation within the organization. The position requires extensive knowledge of incident lifecycle management and involves overseeing a team of technical engineers. The manager will also be responsible for developing best practices and processes in line with the Customer's Incident Management Strategy. Candidates must possess strong customer service skills and ITIL knowledge, with a requirement for SC or DV clearance.
Key Responsibilities:
- Lead a Level 4 Service Desk and manage a team of technical engineers.
- Enhance the reputation of the Service Desk through best practices and procedures.
- Resolve technical issues related to applications, services, and operating systems.
- Act as a Subject Matter Expert (SME) on service desk products and their updates.
- Monitor service desk operations to ensure timely incident resolution.
- Support recruitment and screening of applicants for the service desk team.
- Develop processes to improve the quality of support delivered by the team.
- Identify training needs to keep the team updated with industry technology.
- Manage work schedules to ensure operational output is sustained.
- Provide reports and statistical analysis of service desk operations.
- Maintain knowledge of ITIL service management processes, specifically Incident, Knowledge, Problem, and Change Management.
- Possess advanced written and verbal communication skills.
- Obtain or be able to obtain DV clearance.
Key Skills:
- Extensive knowledge of incident and major incident lifecycle management.
- Experience in IT Service Desk/Help Desk environments.
- Working knowledge of Remedy.
- ITIL v3 or v4 certification.
- Ability to think strategically and assess risks in an evolving environment.
- Strong customer service skills and ability to provide professional advice.
- Advanced written and verbal communication skills with attention to detail.
- Experience in monitoring customer communications and identifying areas for improvement.
- Ability to manage work schedules effectively.
- Experience in providing reports and statistical analysis.
Salary (Rate): £480 daily
City: Corsham
Country: UK
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Service Desk/Incident Manager
Target Start Date: ASAP
Target End Date: 31/03/2026
Rate: DAY £480 Inside per day
Location of role: Corsham, Fully on site
Clearance Required: SC OR DV
Working Pattern (Mon-Fri, Shifts, on-call): MON-FRI
We are seeking an experienced Service Desk Manager to lead a well-established Level 4 Service Desk .This position is for an experienced and well-versed Service Desk Manager with extensive knowledge of the Incident and Major Incident Lifecyle. You will have oversight of a team of highly experienced and technical engineers who will be supporting you to manage the capability at the top tier of incident support to an Operational focussed user base. Within this role it will be your job to enhance the reputation of this Service Desk to the wider community, including the development of best processes, practices and procedures in line with the Customer's Incident Management Strategy
Mandatory skills:
* Resolution of technical issues related to computer applications, services and/or operating systems and devices.
* Act as an SME on not only the specific service desk products but also on their updates, upgrades as well as their limitations.
* Lead on customer service provision, satisfying customer needs whilst depending on their team to provide knowledgeable and applicable advice to customers in a professional manner.
* Monitor service desk operations in order to ensure Incidents are addressed in a timely manner, as well as serving as the service desk liaison to major business-impacting initiatives.
* Lead the - Service Desk team, including the provision of support to the recruitment and screening of applicants and participate in the interview process.
* Support the development of processes and procedures to improve the quality of support that their team delivers.
* Monitor customer communications and follow-up in the areas in which communications need improvement.
* Identify training needs and requirements in order to stay up-to-date with the most current and relevant industry technology and processes.
* Manage work schedules in order to ensure that sufficient employees are available and operational output and support can be sustained.
* Provide reports and statistical analysis of all aspects of Service Desk operations.
* Knowledge and recent experience of ITIL service management process and practices, specifically Incident, Knowledge, Problem and Change Management.
* ITIL v3 or v4.
* Recent experience of working within an IT Service Desk/Help Desk environment.
* Working knowledge of Remedy.
* Ability to think strategically and assess risks and impacts associated with an evolving environment.
* Advanced written and verbal communication skills, with excellent attention to detail.
* Obtained or able to obtain DV clearance.
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.