Service Desk Manager

2 days onsite

£300 a day Inside IR35

3-6 Months

The Service Desk Manager is responsible for ensuring the delivery of high-quality, responsive IT support to staff across a geographically dispersed organisation.The role combines operational leadership with ownership of service performance reporting and KPI management. The postholder will ensure accurate and meaningful reporting of service metrics, contributing to wider IT operational dashboards.The Service Desk Manager will also support ongoing IT service management maturity initiatives, including contributing to discussions about future ITSM tooling.

Key Responsibilities

Lead and manage Level 1 and Level 2 Service Desk analysts.
Ensure effective handling of incidents and service requests in line with SLAs.
Monitor workload distribution and ensure efficient ticket progression.
Act as an escalation point for high-priority incidents during business hours.
Maintain ...