United Kingdom Permanent £35,000pa

Job description

Are you an experienced IT Service Desk Manager?

Do you strive within fast-paced environments and helping the continuous growth of a company?

If you answered yes to both of those questions, this may be the ideal role for you! 

You will be responsible for managing a Service Desk team supporting over 1,200 employees. The systems you will be supporting include internal business systems and client third-party systems. We have very tight SLAs with our clients which require our systems to be operationally available 24/7 days a week. You will understand business objectives and how IT plays its part in those, delivering all IT components required. You will need to agree KPIs for the team and support/develop the team to perform at their best.


  • Leading and managing the service desk team in accordance with service levels and hours of coverage required by clients
  • Build capability within the team to ensure client coverage and peak times are managed
  • Understand business and service desk metrics to identify insights and develop strategies to improve and gain efficiencies across all team
  • Improve the IT ticketing system to drive performance against SLAs and business insights
  • Identify business needs, for both current and future IT requirements and scale the service desk to meet needs of the business.
  • Provide, monitor and manage KPIs with the service desk to achieve service excellence.
  • Proactively manage large volume onboarding of employees.
  • Manage the onboarding of new clients and their systems to ensure they fit seamlessly alongside existing systems
  • Build and maintain an asset register so the business has an accurate picture of hardware and software asset allocated across the business at employee level
  • Ensure employees leaving the business are processed accurately and timely
  • Act as the escalation point for all high priority requests and incidents so they are managed promptly and ensure effective root-cause analysis is undertaken and documented.
  • Manage the full lifecycle of Service Desk operations, incidents, and problems. Co-ordinate urgent and complex support issues.
  • Communicate effectively with the business on outages and remediation plans. Build formal templates and professional media to communicate with the business.
  • Develop effective career progression opportunities, build training plans and provide coaching and mentoring of the service desk as needed.
  • Complete tickets through our helpdesk in line with business requirements and SLA’s


  • Higher/further educational qualification or the equivalent


  • Excellent IT skills
  • Good problem-solving skills
  • Strong communication and interpersonal skills
  • Good working knowledge of technologies their operation and procedures
  • Ability to be hands on and assist with customer enquiries and lead by example.
  • Effective coach capable of developing talent and getting the best from people
  • Ability to adapt to changing business needs and strategies
  • Self-motivated with a ‘can do’ mentality.
  • Creative and innovative approach to problem-solving


  • IT service desk management in a high pace, out of hours context
  • Experience creating and managing a cohesive, effective working environment.
  • Experience in coaching and developing within a service desk environment.
  • Confident & experienced communicator that can challenge, negotiate, reassure and scope business solutions.
  • Demonstrable history of process improvement and delivering high customer service standards

  • We Offer: In return for your hard work, you will receive a great deal of recognition, but we also offer several tangible benefits such as:

    • The opportunity to gain further qualifications through external training.
    • Excellent career progression and training opportunities
    • An active social committee (in "normal" times - recently this has been online)
    • Employee pension
    • A great working environment with a fantastic team of people
    • Remote working with occasional travel 

    Hours: 40 hours Monday to Friday, some flexibility required

    Disability in the Workplace:

    Please note, go-centric are a certified Disability Confident employer, and subscribe to the guidance in the Two Ticks Scheme.

    Under the Equality Act 2010 we, as the employer, are legally obligated to interview anyone with a disability that meets the minimum criteria for the post, offering any reasonable adjustments that may be required to complete the recruitment process and/ or the role itself.

    For more information regarding this please visit: www.direct.gov.uk/en/DisabledPeople/Employmentsupport/LookingForWork/DG_4000314 To disclose any information regarding a disability that requires additional support during the recruitment journey, i.e. Job Descriptions in large print, please contact the Recruitment Department by emailing us or by calling 0333 014 4401.

    Start date Flexible
    Location United Kingdom
    Salary £35,000pa
    Hours per week 40
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