Service Desk Manager (Public Sector)

TL;DR

Service Desk Manager (Public Sector): Leading operational support and service management for a live data product with an accent on ITIL best practices and government security standards. Focus on managing incidents, driving service improvements, and coordinating cross-functional technical teams to ensure high availability and performance.

Location: Must be based in the UK

Company

A technology solutions provider specializing in digital transformation for the public sector.

What you will do

• Lead day-to-day Service Desk operations to ensure SLA and KPI compliance.
• Manage incidents, service requests, and access management processes.
• Act as the primary escalation point for major incidents and coordinate technical resolution teams.
• Build and maintain relationships with client stakeholders and third-party suppliers.
• Drive continual service improvement through trend analysis and root cause identification.
• Ensure all operations adhere to government security standards and ITIL frameworks.

Requirements

• Must hold valid UK Security Clearance (SC)
• Must be based in the UK
• Proven experience leading Service Desk or ITSM functions in complex technical environments.
• Strong knowledge of ITIL processes including Incident, Problem, and Change Management.
• Experience managing operational support for cloud-hosted platforms.
• Proficiency with ITSM tools such as ServiceNow or Jira Service Management.

Nice to have

• Understanding of AWS cloud services (Redshift, Lambda, S3).
• Experience supporting data platforms and ETL/ELT pipelines.
• Knowledge of service monitoring tools like Grafana or Kibana.
• Experience with Service Transition and Operational Readiness.

Culture & Benefits

• Outside IR35 contract engagement.
• Fully remote working environment.
• Opportunity to contribute to impactful public sector digital services.
• Collaborative team environment focused on service excellence.