Service Desk Manager
Posted 3 days ago by Indra Group
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Service Desk Manager role at Indra is a senior leadership position focused on overseeing IT Infrastructure Operations, particularly in managing the Service Desk and incident management processes. The role requires strong leadership skills, a solid ITIL-based service management background, and a commitment to continuous improvement. The manager will engage with stakeholders, lead a multicultural team, and drive initiatives for process optimization and service excellence. This position is part of a 2-year fixed-term contract supporting a contract win with Transport for London.
Key Responsibilities:
- Ownership of the end-to-end lifecycle of incidents, service requests, and system faults.
- 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.
- 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.
- Extensive experience 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
NO AGENCIES PLEASE
Service Desk Manager - 2 Year Fixed Term Contract
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:
- Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enable us to drive a safer, more connected future through technology.
- Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.
- Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future.
- Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.
As we continue to enjoy an exciting period of growth in the UK, we are looking for additional resources to support us with our recent contract win with Transport for London.
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.
Requirements
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
- Extensive experience 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)
- 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