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.