Service Desk Manager

We currently have an extremely exciting opportunity for a top-quality Service Desk Manager to shape and develop our existing Service Desk operation into a future facing and progressive function as part of our growth strategy. You will be an experienced Service Desk Manager looking for an organisation that will provide a positive working environment, as well as an equal measure of challenge and recognition. You will be an expert on the implementation and ongoing management of key ITIL disciplines and associated best practice, in addition to fostering a positive working environment and developing staff under your control. You will also ideally have experience of driving ‘shift left’ and ‘digital channel shift’ activities as part of a service transformation agenda and playing a key role in the development of the service strategy.

  • POSITION:Full time
    Remote / Portishead, Bristol

The Opportunity

The Role

As the Service Desk Manager you will be responsible for the operation of the Chorus Service Desk. You will focus on ways to maintain and improve high levels of customer satisfaction, through the adoption of industry best practice, in order to continually improve the customer experience and associated customer journeys. By working closely with the resources available to you, such as our in house IT Trainer, you will work to provide the best possible service to our customers. You will be fully embracing the use of technology and the benefits associated with digital channel shift whilst ensure Chorus maintain a highly competitive and compelling proposition in an evolving market. You will be responsible for monitoring the day-to-day activities of the service desk, to make sure tickets are addressed to a high standard and in a timely manner.

Key Responsibilities

    • Leadership of the in-house Service Desk functions;
    • Accountability for the 24x7 service provision;
    • Effectively managing and developing the Service Desk teams;
    • Identifying training requirements and seeing these through into service;
    • Maintaining and enhancing operational standards across the team;
    • Ensuring that all processes used by the Service Desk are thoroughly documented, consistently audited, and subject to continual improvement;
    • Ensuring that all customer SLA’s associated with the Service Desk are achieved at all times;
    • Major incident management activities for high priority incidents;
    • Embed and maintain an awareness of other ITIL disciplines and the role the Service Desk play in supporting them (i.e. problem, change and knowledge management);
    • Effectively manage and maintain internal KPIs for Service Desk staff
    • Adopt a ‘shift left’ approach to actively manage incident resolution to lower tier resource, improving resolution times and reducing operating costs;
    • Actively contribute towards the digital channel shift approach, enabling new ways for our customers to engage and interact with the service;
    • Resource planning activities; including staffing levels, staff development and succession planning;
    • Data analysis to ensure that the function is operating at optimum performance, and in order to identify any pending issues or trends that require additional action;
    • Manage risk and associated mitigations relevant to the Service Desk operation;
    • Conducting and sharing results from service and operation performance reviews;
    • Engaging with all relevant stakeholders, including the Service Desk team, technical operations, customers and senior management;
    • Being aware of the costs associated with the delivery of the Service Desk functions;
    • Recruitment of Service Desk staff with the support of Head of IT Service Delivery.
    • Maintain awareness of and follow Chorus company procedures and guidelines, including security, regulatory and quality related matters;
    • Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety;
    • Demonstrate behaviours that promote our values;
    • Undertake any other duties as reasonably requested.

Role Context

  • Complexity: You will be responsible for all aspects of the Service Desk daily operations.You will be regularly called upon to instigate initiatives and improvements to a highly complex service operation as well as managing the dependencies and inter-relationships between people, processes, partners and platforms.
  • Impact: This role is essential to the ongoing refinement and operation of the Service Desk function, which will underpin the business’ service proposition and assist in enabling the business strategy and anticipated growth targets.
  • Influence: You will be expected to interact with a range of stakeholders both internally and within the customer base as required. Your influence will include all aspects of BAU service delivery as well as promoting and driving positive change..
  • Resources: You will assume management responsibility all Service Desk team members. The number and structure of the teams will likely change substantially with anticipated growth.



  • ITIL 4 Foundation or Managing Professional Certification;
  • Experience of developing and enhancing customer journey maps;
  • Extensive knowledge of leading ITSM tools;
  • Experience of shaping and developing a Service Desk in a growing organisation;
  • Knowledge of Microsoft technologies, including Microsoft 365 and Azure;
People laughing in staff room


Extraordinary results start with amazing people; we look for people with passion and drive and in return we provide you with an excellent platform to develop your career, knowledge and experience while helping our clients tackle exciting challenges.

  • Generous holiday allowance
  • Support with latest training and certifications
  • Excellent growth and advancement opportunities
  • Fantastic staff and family social events and annual awards
  • Modern office and staff area: pool table, PS4s, table football, arcade games
  • Free parking, fruit and drinks
  • Other benefits: company pension, childcare vouchers, discounted gym membership

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