Service Desk Manager

Service Desk Manager Programme Name: LCST Location:  Bristol, UK Are you ready for your next career challenge?..

Overview: The Service Desk Manager will be an experienced IT service management professional responsible for the leadership, performance, and continual improvement of the Service Desk function across the LCST programme. The role will provide strategic and operational leadership to ensure the delivery of a high-quality, customer-focused IT support service within a complex, fast-paced and business-critical environment. The Service Desk Manager will have responsibility for the effective management of incidents, service requests, escalations, service performance and operational processes, ensuring services are delivered in accordance with agreed service levels, ITIL principles, programme requirements and organisational standards. The role will act as a senior operational point of contact for Service Desk matters, providing effective leadership during high-impact incidents, ensuring appropriate escalation and communication, and maintaining strong relationships with customers and stakeholders.

Lead the day-to-day operation of the Service Desk, ensuring a professional, responsive and customer-focused service is consistently delivered Manage, coach and develop Service Desk Analysts, supporting career development, technical capability, ITIL awareness and customer service excellence Ensure appropriate weekday shift coverage is maintained during our contracted hours, with flexibility to support operational requirements when necessary Monitor Service Desk and Resolver Group queues, workloads, backlogs and priorities to ensure incidents and service requests are progressed effectively. Take ownership of significant escalations and coordinate appropriate technical resources to achieve timely resolutions Provide leadership and coordination during major or high-severity incidents, ensuring appropriate escalation, stakeholder communication and post-incident follow-up Ensure accurate and timely updates are maintained and that customers receive clear communication throughout the incident lifecycle Monitor and report against Service Desk KPIs, SLAs, OLAs, customer satisfaction and other agreed performance measures Analyse incident and service request data to identify recurring issues, operational risks, capacity concerns and opportunities for improvement Work closely with Problem Management and technical Resolver Groups to identify root causes and reduce repeat incidents Ensure effective knowledge management practices and operational documentation on support models and procedures are established and maintained, supporting both the Service Desk and end users Own and continually improve Service Desk processes, procedures, workflows and operating models Manage relationships with relevant subcontractors and third-party suppliers, ensuring that service issues are escalated and managed effectively Contribute to service management governance, reporting, audits, risk management and continual improvement activities across the LCST programme. Support service transition and introduction of new services by ensuring appropriate Service Desk processes, documentation, training and support arrangements are established Promote compliance with ITIL principles, security requirements, organisational policies and programme-specific processes To act as cover to the Head of Service Delivery Management & Operations when required Skills & Experience Required: Proven experience managing an IT Service Desk or Service Management function within a complex enterprise or operational environment Demonstrable experience leading, coaching and developing Service Desks or IT support teams Strong understanding of ITIL-aligned Incident, Problem and Change Management processes Proven experience managing SLAs, KPIs, operational performance and customer satisfaction Strong leadership and people-management skills, with the ability to motivate