Service Desk Manager
Posted 1 day ago by Premier Group
£300 Per day
Inside
Onsite
Manchester Area, United Kingdom
Summary: The Service Desk Manager role is a 6-month contract position based in Manchester, aimed at overseeing the service desk function within a major FMCG organization. The successful candidate will lead a team of support analysts, ensuring effective IT support delivery and adherence to service quality targets. This position requires strong leadership and communication skills, along with a solid understanding of ITIL practices. The role is critical in maintaining service stability and driving continuous improvement initiatives.
Key Responsibilities:
- Manage and support the day-to-day operations of the Service Desk
- Lead, mentor, and develop a team of support analysts
- Ensure SLAs, KPIs, and service quality targets are consistently met
- Act as the main escalation point for technical and service-related issues
- Work closely with wider IT teams to drive continuous improvement
- Oversee incident, request, and problem management processes
- Produce regular service performance reports for senior stakeholders
- Support ongoing IT initiatives and contribute to service enhancements
Key Skills:
- Proven experience as a Service Desk Manager or similar IT leadership role
- Strong background leading support teams in fast-paced environments
- FMCG or similarly high-volume sector experience (preferred)
- Excellent communication, stakeholder management, and leadership skills
- Strong understanding of ITIL practices and service management processes
- Ability to manage priorities and maintain service stability during busy periods
Salary (Rate): £300 daily
City: Manchester
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Service Desk Manager – 6-Month Contract (Manchester) Day Rate: Up to £300 (Inside IR35) Start: ASAP
Overview
We’re looking for an experienced Service Desk Manager to join a major FMCG organisation in Manchester. This is a 6-month contract covering a long-term absence within the team. You’ll be responsible for leading the service desk function, ensuring the smooth delivery of IT support across the business.
Key Responsibilities
- Manage and support the day-to-day operations of the Service Desk
- Lead, mentor, and develop a team of support analysts
- Ensure SLAs, KPIs, and service quality targets are consistently met
- Act as the main escalation point for technical and service-related issues
- Work closely with wider IT teams to drive continuous improvement
- Oversee incident, request, and problem management processes
- Produce regular service performance reports for senior stakeholders
- Support ongoing IT initiatives and contribute to service enhancements
Requirements
- Proven experience as a Service Desk Manager or similar IT leadership role
- Strong background leading support teams in fast-paced environments
- FMCG or similarly high-volume sector experience (preferred)
- Excellent communication, stakeholder management, and leadership skills
- Strong understanding of ITIL practices and service management processes
- Ability to manage priorities and maintain service stability during busy periods
Location
Manchester – on-site
How to Apply
If you’re an experienced Service Desk Manager available for a 6-month contract, Apply Now!