Service Desk Ops Manager
Core
Lead and manage IT Service Management (ITSM) Service Desk operations, ensuring high-quality IT support delivery aligned with ITIL best practices for UK Government and contractual clients.
Role type
Senior Service Desk Operations Manager
Builds
IT support services, service catalogs, and operational reports for enterprise clients
Domain
IT Service Management / IT Operations
Required skills
ITIL 4 framework expertise, SLA/KPI management, team leadership (15-50+ staff), budget forecasting, vendor management, incident escalation, change enablement, customer experience strategy, automation/AI implementation, workforce planning
Preferred skills
ITIL certifications, experience with major incident management, knowledge of SDI/HDI benchmarks, experience with telephony/ACD systems
Technologies
ITSM platforms, self-service portals, knowledge bases, virtual agents, chatbots, telephony/ACD systems
Responsibilities
Own end-to-end Service Desk operations and SLA compliance; Lead, coach, and develop a team of Service Desk Analysts; Drive adoption of ITIL processes and continual service improvement; Manage service desk budgets and vendor relationships; Act as escalation point for customer complaints and major incidents.
Seniority
Senior, hands-on IC with people management responsibilities