Service Desk Manager
Posted 1 day ago by Indra
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Service Desk Manager at Indra is a senior leadership role responsible for overseeing IT Infrastructure Operations, focusing on service desk and incident management, team leadership, and stakeholder engagement. The position requires a strong ITIL-based service management background and proven experience in high-volume IT operations. The role emphasizes continuous improvement and transformation initiatives to enhance service delivery and user experience. The successful candidate will lead a multicultural team and collaborate with various stakeholders to ensure operational excellence.
Key Responsibilities:
- Ownership of the end-to-end lifecycle of incidents, service requests, and system faults, ensuring outstanding service quality and SLA compliance.
- Oversee Major Incident Management and act as the escalation point for business-critical disruptions.
- Build, motivate, and coach a high-performing, multicultural Service Desk team.
- Serve as the primary operational contact for TfL, providing regular performance reporting and contributing to governance forums.
- Lead initiatives in process optimisation, automation, and self-service to elevate end-user experience.
- Champion Lean IT and ITIL best practices to enhance service excellence and operational efficiency.
Key Skills:
- Bachelor’s degree (or equivalent) in Computer Science, Engineering, IT Management or a related discipline.
- ITIL v3 or ITIL 4 Foundation (minimum); Intermediate/Managing Professional preferred.
- Minimum 8–10 years in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
- Proven track record running large-scale Service Desk operations (500+ users, high-volume ticketing).
- Strong leadership and team-building capability with a hands-on, problem-solving mindset.
- Excellent communication and stakeholder-management skills.
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: Senior
Industry: IT
Service Desk Manager - 20 Month FTC
Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 4.84 million, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries. As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do:
- Leadership - Generating real impact through tangible results
- Flexibility - Enhancing proximity to the customer and differentiating Indra from its competitors
- Focus - Projecting progress in a clear direction, which is crucial in the specialisation of business
- Reliability - Building trust and long-term relationships based on experience and excellence
As we continue to enjoy an exciting period of growth in the UK, we are looking for additional resources to support us with our upcoming projects. The Service Desk Manager plays a pivotal role in IT Infrastructure Operations. Key duties include:
- Service Desk & Incident Management
- Ownership of the end-to-end lifecycle of incidents, service requests and system faults, ensuring outstanding service quality, SLA compliance and continuous improvement.
- Oversee Major Incident Management and act as the escalation point for business-critical disruptions.
- Ensure accurate documentation, robust root-cause analysis and proactive Problem Management.
- Team Leadership & Development
- Build, motivate and coach a high-performing, multicultural Service Desk team.
- Drive effective resource planning, knowledge sharing, succession planning and skills development.
- Stakeholder Engagement & Reporting
- Serve as the primary operational contact for TfL, providing regular performance reporting and contributing to governance forums.
- Collaborate with internal teams, third-party suppliers and senior stakeholders to ensure seamless, end-to-end service delivery.
- Continuous Improvement & Transformation
- Lead initiatives in process optimisation, automation and self-service to elevate end-user experience.
- Champion Lean IT and ITIL best practice to enhance service excellence and operational efficiency.
This is a senior leadership role requiring a strong ITIL-based service management background, proven people leadership, and demonstrable success in high-volume, time-critical IT operations.
Education & Professional Qualifications
- Bachelor’s degree (or equivalent) in Computer Science, Engineering, IT Management or a related discipline.
- ITIL v3 or ITIL 4 Foundation (minimum); Intermediate/Managing Professional preferred.
- Desirable: Lean IT, Six Sigma, or Project Management certification (PRINCE2/PMP).
Experience
- Minimum 8–10 years in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
- Proven track record running large-scale Service Desk operations (500+ users, high-volume ticketing).
- Advantageous: experience within transport, public sector or critical-infrastructure contracts.
Personal Attributes
- Strong leadership and team-building capability with a hands-on, problem-solving mindset.
- Composed under pressure and effective in mission-critical settings.
- Excellent communication and stakeholder-management skills.
- Results-driven, proactive and committed to continuous improvement.
What we can offer you
- Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
- 35 hour working week
- Pension – 4% employee and 4% employer
- Private medical insurance (including dental & optical)
- Life assurance
- Income protection
- Employee assistance programs
- Flexible/remote working options
- Charitable initiatives
- Social events (formal & informal)
- Learning and development programs
- Innovative & collaborative work environment
Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law