Service Desk Manager
Posted 4 days ago by Jobserve
£600 Per day
Outside
Undetermined
London
Summary: The Service Desk Manager role involves leading the IT support function for a prominent organization in the rail and transport sector. The position requires ensuring high-quality service delivery, managing performance, and acting as the primary escalation point for service-related issues across multiple sites. The ideal candidate will have a strong background in IT service management and leadership within complex environments. This role presents an opportunity to significantly impact technology support services in a critical operational setting.
Key Responsibilities:
- Lead and develop the Service Desk team, promoting a customer-focused culture
- Manage service desk performance, workloads, KPIs and service levels
- Act as the escalation point for major incidents and service issues
- Drive improvements across incident, request and problem management processes
- Produce regular service reporting and performance metrics for stakeholders
- Coordinate support activities across operational sites and corporate functions
- Manage relationships with third-party suppliers and support partners
- Ensure service documentation, knowledge articles and operational procedures remain current
Key Skills:
- Proven experience managing an IT Service Desk within a complex, multi-site environment
- Strong leadership and people management skills
- Experience managing service performance, SLAs and operational reporting
- Excellent stakeholder engagement and communication skills
- Strong understanding of IT service management best practices
- Experience working with service management tools and supplier-led environments
- Ideally have experience within rail, transport, infrastructure or other operationally critical industries
- Exposure to service transition, operational change or technology improvement initiatives
Salary (Rate): £600 per day
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Service Desk Manager
London
£500-£600 per day (outside IR35)
A leading organisation within the rail and transport sector is seeking an experienced Service Desk Manager to lead its IT support function across a multi-site operational environment.
This role will be responsible for ensuring the delivery of a high-quality support service, managing service desk performance, driving continuous improvement and acting as the key escalation point for service-related issues.
Key Responsibilities
* Lead and develop the Service Desk team, promoting a customer-focused culture
* Manage service desk performance, workloads, KPIs and service levels
* Act as the escalation point for major incidents and service issues
* Drive improvements across incident, request and problem management processes
* Produce regular service reporting and performance metrics for stakeholders
* Coordinate support activities across operational sites and corporate functions
* Manage relationships with third-party suppliers and support partners
* Ensure service documentation, knowledge articles and operational procedures remain current
Experience Required
* Proven experience managing an IT Service Desk within a complex, multi-site environment
* Strong leadership and people management skills
* Experience managing service performance, SLAs and operational reporting
* Excellent stakeholder engagement and communication skills
* Strong understanding of IT service management best practices
* Experience working with service management tools and supplier-led environments
* Ideally have experience within rail, transport, infrastructure or other operationally critical industries
* Exposure to service transition, operational change or technology improvement initiatives
This is an excellent opportunity to join a large-scale transport organisation and play a key role in delivering reliable technology support services across a critical operational environment.