Service Desk Manager

TL;DR

Service Desk Manager: Leading and developing IT support teams with an accent on IT service management frameworks and operational leadership. Focus on driving service excellence, continuous improvement, and stakeholder engagement in a fast-paced enterprise environment.

Location: Doncaster, UK, 4 days per week onsite

Salary: Up to £55,000 per annum

Company

hirify.global is a growing organisation focused on IT service excellence and employee wellbeing.

What you will do

• Lead, coach, and manage first and second line IT support teams to ensure optimal service delivery and customer satisfaction.
• Drive continuous improvement of service desk operations aligned with ITIL, ISO27001, and other frameworks.
• Monitor KPIs and metrics to identify improvement areas and coach team members to meet targets.
• Own incident, request, problem, and change management processes within the service management framework.
• Engage stakeholders and champion the IT service brand through proactive communication and feedback initiatives.
• Ensure team training aligns with evolving service requirements and technology trends.

Requirements

• Location: Must be able to work onsite in Doncaster 4 days per week
• Proven experience managing IT support/service desk teams in mid-to-large scale environments.
• Strong knowledge of ITSM, including ITIL, incident, problem, and change management.
• Experience with ITSM tools and frameworks such as ISO27001, NIST, or Cyber Essentials.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to manage priorities under pressure and deliver results to deadlines and budgets.

Nice to have

• Experience leading end-to-end service transition and operational delivery readiness.

Culture & Benefits

• Ongoing professional development and training opportunities.
• Inclusive culture with strong focus on employee wellbeing.
• Opportunity to shape and mature a key service function within a growing organisation.