IT Service Desk Manager (14-Month Contract)

We are seeking a dynamic and experienced IT Service Desk Manager to lead our high-performing Service Desk team during a 14-month maternity cover. This is a hands-on, leadership role responsible for managing day-to-day operations, meeting SLAs, and ensuring the team continues to provide excellent support across a mix of Wintel and iOS environments.

You will oversee a team of 10, including 1st Line, 2nd Line and Deployment Engineers. Your team will act as the first point of contact for all IT issues across the business, resolving incidents directly or escalating to specialist teams where appropriate.

As we continue to grow through acquisitions, the Service Desk team will play a critical role in technical onboarding, systems integration, and user migrations. You’ll help lead this process from the frontline, setting standards, coordinating support operations, and maintaining stability through periods of change.

You’ll also provide direct support to business stakeholders, including senior executives, ensuring their technical needs are met quickly and with professionalism.

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Key Responsibilities:

• Lead and manage the IT Service Desk team to deliver high-quality technical support

• Set performance expectations, coach team members, and promote a culture of continuous improvement

• Ensure tickets are managed within SLAs using Jira Service Management

• Support and coordinate technical work related to acquisitions, migrations, and infrastructure integrations

• Provide reliable and proactive support to senior stakeholders

• Collaborate closely with HR, Procurement, Recruitment, and external vendors

• Maintain accurate staff IT lifecycle processes (joiners, leavers, internal moves)

• Deliver and support key IT projects as needed

• Monitor KPIs and drive service improvements

• Ensure compliance with IT security policies and best practices

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Key Technologies:

• Jira Service Management

• Azure AD

• Intune

• SCCM

• Windows 11

• iOS device management

• Microsoft 365 Suite