Service Desk Manager


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Position: Service Desk Manager

Location: Hertfordshire

Hours: Full-time, 37.5 hours per week, Monday to Friday with one hour unpaid for lunch.

Salary: £45,000+ per annum (depending on skills and experience)


  • Dedication to advancing professional skills, with generous funding allocated for training and personalized courses. Assistance provided for obtaining pertinent qualifications.
  • 12% employer pension contribution matched against a 5% individual contribution.
  • Group Life Assurance coverage at four times the salary.
  • Enjoy complimentary lunches, additional meals, and refreshments.
  • Access to free campus parking.
  • Complimentary usage of facilities such as Gym, swimming pool etc.
  • Coverage under Group Personal Accident insurance.
  • Employee Assistance Programme available.
  • Pro-rated allocation of 40 days annual leave

We are seeking a dynamic and experienced Service Desk Manager to lead our IT support operations for a very prestigious outfit. Located in Hertfordshire, we are dedicated to delivering high-quality IT services and ensuring seamless user experiences across our organization.

Role Overview:

As the Service Desk Manager, you will be instrumental in driving the efficiency and effectiveness of our IT support function. Your role will involve leading a team of dedicated professionals, implementing ITIL v4 best practices, and continuously improving our service delivery to align with business objectives.

Key Responsibilities:

Service Desk Operations:

  • Implement ITIL 4 best practices to maintain high-quality service delivery.
  • Develop and enforce service desk policies and procedures to ensure consistent support services.


  • Provide strong leadership to the Service Desk team, fostering a culture of collaboration and continuous improvement.
  • Conduct regular performance evaluations, coaching, and training to enhance team skills and competencies.

Incident and Problem Management:

  • Lead the Incident Management process to ensure timely resolution and communication of incidents.
  • Drive Problem Management initiatives to identify root causes and prevent recurring issues.

Major Incident Management:

  • Establish procedures for handling major incidents, minimizing disruption to operations.
  • Act as the central point of communication during major incidents, ensuring resolution and stakeholder coordination.

Service Requests and Reporting:

  • Oversee the handling of service requests, ensuring adherence to SLAs and user satisfaction.
  • Develop and maintain service metrics and reporting mechanisms to track performance against KPIs.

Supplier Management and Continual Service Improvement:

  • Manage relationships with external suppliers, ensuring adherence to service agreements.
  • Drive continual service improvement initiatives based on data-driven insights and stakeholder feedback.


  • Bachelor’s degree in computer science, Information Systems, or relevant field.
  • Demonstrable experience in managing an IT service desk or related team.
  • Proficiency in ITIL v4 best practices and Microsoft O365 suite.
  • Experience with IT asset management and ticketing systems.
  • Strong leadership and people management skills.
  • Excellent communication and organizational abilities.
  • Proactive approach and ability to thrive in a fast-paced environment.

Join our team and play a pivotal role in shaping our IT support function to drive organizational success. If you’re ready to take on this exciting challenge, apply now!

Job Information

Job Reference: PR/007455_1710051493
Salary From: £40000
Salary To: £50000
Job Industries: IT
Job Locations: Hertfordshire
Job Types: Permanent

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