SC Service Desk / Incident Manager

Opplæringskontoret for Offshore fag; Corsham; On-site; GBP 1,000; Full time

Job summary

A leading company is seeking an experienced Service Desk Manager to oversee a Level 4 Service Desk. The role involves leading a team, ensuring high-quality incident resolution, and developing best practices aligned with the Customer's Incident Management Strategy. Candidates should have extensive knowledge of ITIL processes and experience in a service desk environment. This position is fully on-site in Corsham, with a competitive daily rate.

Qualifications

• Extensive knowledge of Incident and Major Incident Lifecycle.
• Recent experience in IT Service Desk / Help Desk environment.

Responsibilities

• Lead a Level 4 Service Desk team for incident resolution.
• Enhance Service Desk processes aligned with Incident Management Strategy.

Skills

Customer Service

Incident Management

Communication

Strategic Thinking

Education

ITIL v3 or v4 certification

Tools

Remedy

Job description

Service Desk / Incident Manager

Target Start Date: ASAP

Target End Date: 31/03/2026

Rate: DAY £480 Inside per day

Location of role: Corsham, Fully on site

Clearance Required: SC OR DV

Working Pattern: MON-FRI

We are seeking an experienced Service Desk Manager to lead a well-established Level 4 Service Desk. This position requires extensive knowledge of the Incident and Major Incident Lifecycle. You will oversee a team of highly experienced and technical engineers supporting top-tier incident resolution for an operational-focused user base. Your role will include enhancing the Service Desk's reputation through developing best processes, practices, and procedures aligned with the Customer's Incident Management Strategy.

Mandatory Skills

1. Resolution of technical issues related to computer applications, services, operating systems, and devices.
2. Act as an SME on specific service desk products, including updates, upgrades, and limitations.
3. Lead customer service provision, ensuring customer needs are met with knowledgeable and professional advice.
4. Monitor service desk operations to ensure timely incident resolution and liaise with major business-impacting initiatives.
5. Lead the Service Desk team, supporting recruitment and participating in interviews.
6. Support process and procedure development to improve support quality.
7. Monitor customer communications and follow-up to identify areas for improvement.
8. Identify training needs to stay current with industry technology and processes.
9. Manage work schedules to ensure adequate staffing and operational support.
10. Provide reports and statistical analysis of Service Desk operations.
11. Knowledge and recent experience of ITIL service management processes, specifically Incident, Knowledge, Problem, and Change Management.
12. ITIL v3 or v4 certification.
13. Recent experience working within an IT Service Desk / Help Desk environment.
14. Working knowledge of Remedy.
15. Ability to think strategically, assess risks, and evaluate impacts in an evolving environment.
16. Excellent written and verbal communication skills with attention to detail.
17. Ability to obtain or already hold DV clearance.

Due to the nature of this role, candidates with high-level security clearance or previous clearance are encouraged to apply. Successful applicants will need to undergo security clearance, which can take up to 10 weeks. LA International is a HMG-approved ICT Recruitment and Project Solutions Consultancy, operating globally, and welcomes applications from diverse backgrounds.