Service Desk Manager

IT Service Desk Team Leader An organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function. This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door. Key Responsibilities • Lead and develop a team of ~10–15 Service Desk Analysts in a 24×7 environment • Oversee day-to-day Service Desk operations (incidents & service requests) • Ensure delivery against SLAs, KPIs, and customer satisfaction targets • Act as escalation point for major incidents and operational issues • Manage rota planning to maintain continuous support coverage • Drive improvements such as first-time fix and shift-left initiatives • Monitor and improve key metrics (SLA, FTF, ASA, CSAT) • Maintain high standards in ticket quality, documentation, and knowledge management • Collaborate with wider IT teams (2nd line, technical operations, service management) • Support major incident processes and service improvement initiatives • Promote ITIL best practice (Incident, Problem, Change, Request) Experience Required • Proven experience in a Service Desk Team Leader / Supervisor / Senior Analysts • Strong experience managing or mentoring Service Desk teams • Track record delivering against key Service Desk KPIs • Experience within ITIL-based service environments • Strong incident & escalation management experience, including major incidents • Hands-on use of ITSM tools (e.g. ServiceNow or similar) • Experience driving service improvements (shift-left, knowledge management, process optimisation) • Experience supporting multi-site or enterprise environments Key Attributes • Customer-first mindset with strong awareness of business impact • Confident leader able to motivate and develop teams • Calm and decisive under pressure, especially during major incidents • Strong communication skills across technical and non-technical audiences • Collaborative, proactive, and solution-oriented approach • Focus on continuous improvement and service excellence • High attention to detail and accountability for outcomes • Resilient and adaptable in fast-paced, always-on environments