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Service Desk Manager

  • Location:


  • Sector:

    Cloud, Infrastructure and Services, IT Architecture & Strategy

  • Job type:


  • Job functions:

    Service Desk Manager, ServiceNow, IT Support, IT Service Management, IT Services

  • Salary:

    £50000 - £55000 per annum + + Benefits

  • Contact:

    Kieran Daly

  • Contact email:

  • Job ref:


  • Published:

    29 days ago

  • Expiry date:


  • Startdate:


La Fosse is currently working with an international construction company to help recruit a Service Desk Manager for their Hertfordshire branch. You will be leading a team that supports circa 3k users in the UK and will have full autonomy to lead how you see fit, in a fairly immature environment.

Location: Hoddesdon (ideally onsite 3/4 days a week)

Remuneration: Up to £55,000 + benefits

Start Date: ASAP

Your role as a Service Desk Manager

The Service Desk Manager is responsible for managing the daily operations of 10 Service Desk Engineers. They will act as the Service Desk's single-point-of-contact (SPOC) for all IT areas, applications, and business processes and will help provide a focus on end-to-end service lifecycle support.

  • Lead the team, inspire, and motivate your people to ensure all tasks and duties are completed to a higher standard.
  • Ensure operational procedures and practices are well defined, documented and consistently applied in line with ITIL and/or industry best practice.
  • Owning both Incident & Problem management.
  • Provide leadership and direction to the team, ensuring appropriate and robust process management and review frameworks are put in place and is followed.
  • Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Continually review and update request handling and escalation policies and procedures.
  • Implement Customer Satisfaction review process and ensure that feedback is reviewed and responded to in all instances where low satisfaction is reported.

Ideally to be successful as a Service Desk Manager

  • 2+ Years in a similar role at a large organisation (1000/2000+ employees).
  • Experience in transforming an IT Service Desk into a High Performing Team.
  • Experience in designing, implementing and continually improving processes.
  • Experience in Management Reporting.
  • Experience in working with ServiceNow.

Sound interesting? Please do apply directly for more detail.