Service Desk Manager

Key Responsibilities

• Lead, mentor and develop the Service Desk team, fostering a collaborative and high-performing environment.
• Drive service improvement initiatives and ensure support services continue to meet evolving business requirements.
• Work closely with the Digital Customer Services Manager on long-term planning, resource management, budgeting and service development.
• Manage stakeholder relationships, proactively gathering feedback and ensuring excellent customer service delivery.
• Act as the operational lead during major incidents, coordinating resolution efforts and minimising business impact.
• Serve as the escalation point for complex Service Desk issues, ensuring prompt and effective resolution.
• Ensure agreed service levels are maintained across Service Desk operations, staffing and technology.
• Build effective relationships with internal teams, suppliers and external stakeholders.
• Oversee and facilitate service desk-related training across the organisation.
• Represent the Service Desk function in operational meetings, change boards and key organisational events.
• Deputise for the Digital Customer Services Manager when required.
• Act as a role model within the Digital Services function, promoting best practice and professional standards.

Required Experience & Skills

• Strong experience working within IT Service Management environments and service delivery functions.
• Previous experience leading or managing a Service Desk team.
• Proven background in customer-focused service delivery.
• Experience of managing and coordinating projects.
• Strong stakeholder management skills with the ability to build relationships at all levels.
• Experience of vendor management and procurement processes.
• Excellent organisational skills with the ability to manage competing priorities effectively.
• Strong problem-solving skills and experience managing major incidents.
• Understanding of Service Management frameworks and best practices.
• Knowledge of Health & Safety regulations and procedures.

Desirable Experience

• Experience working within a Higher Education environment.
• Experience contributing to service improvement and transformation initiatives.
• Familiarity with change management processes and governance boards.