Service Desk Manager

Job Purpose:Ready to lead a 24/7 Service Desk where great service and continuous improvement go hand in hand?
We’re looking for an experienced Service Desk Manager to take ownership of our day-to-day Service Desk operation, leading the team, improving performance and ensuring our customers receive consistently great support.
What you’ll be doing

Lead the daily operation of a 24/7 Service Desk, including rotas, coverage and workload.
Drive performance across SLAs, ticket quality, call handling and backlog management.
Coach and develop the team, creating a high-performance, customer-first culture.
Act as the key escalation point when service issues arise.
Use dashboards and data to identify trends and improve performance.
Drive automation and continuous improvement across the Service Desk.
Ensure activity is accurately captured and reported through ServiceNow.

What we’re looking for

Proven experience leading a Service Desk, IT Support or