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

As a service-driven organisation, our people are at the heart of our success. We work hard to attract and retain the best people in the industry and fundamental to this is the strong culture and identity that we foster.

As part of our growth strategy, our objective is to find the ideal fusion between the personal experience and agility of a small organisation, with the process maturity and technology adoption of the larger service providers. We believe that by combining the two we will be in a unique position to continue to service and grow our customer base in the SME and mid-market space. As such we are looking for an individual who can lead the Service Desk from an established base into a next generation operation; adopting industry best practice and developing the people, processes and platforms that we depend on to deliver the services.

The Role

Key Responsibilities

  • Leadership of the in-house 1st and 2nd line Service Desk functions, and 3rd line Support Engineers;
  • Accountability for the 3rd party delivered out-of-hours service provision;
  • Effectively managing, developing and training the Service Desk teams;
  • 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);
  • Adopt a ‘shift left’ approach to actively manage incident resolution to lower tier resource or self service; 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;
  • Development and maintenance of staff training programmes in association with the HR function;
  • Manage risk and associated mitigations relevant to the Service Desk operation;
  • Conducting and sharing results from service and operation performance reviews;
  • Contribute towards the management and development of the service catalogue and other service related artefacts;
  • Engaging with all relevant stakeholders, including the Service Desk team, technical operations, customers and senior management;
  • Being aware and managing the costs associated with the delivery of the Service Desk functions.

The Person

  • The ability to build and manage teams, including the development and coaching of team members;
  • Experience of developing and fostering a positive work environment where all staff members are clear on their purpose and can enjoy the experience;
  • Extensive experience of ITIL practices and how they apply within a Service Desk environment;
  • Expert knowledge of industry best practice in relation to service operations, and the role that the Service Desk plays in the wider operation;
  • The ability to understand and contribute towards the development of the Service Desk strategy and it’s position within the wider Service strategy;
  • Experience of ‘shift left’ and digital channel shift methodologies;
  • Experience of shaping and driving forward an existing service operation; achieving higher levels of service maturity and operational efficiency whilst improving the customer experience;
  • An ability to balance and plan short-term actions of the team;
  • Strong communication skills, including the ability to influence key stakeholders in senior positions, both internally and within the customer base;
  • A minimum of three years’ experience of leading a customer facing IT Service Desk delivering services to multiple small to enterprise scale clients;
  • A minimum of five years’ experience operating in a senior role in an ITIL aligned service management practice;
  • Experience of developing or enhancing service maturity within an IT service management function;
  • Excellent organisational and time management skills;
  • Confident, articulate and clear communication skills;
  • Excellent problem solving, troubleshooting and trend analysis skills;
  • Accuracy and attention to detail.



  • 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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