Global Service Desk Leader | Hybrid & High-Impact

La Fosse; Birmingham; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Hybrid working

On-site in Birmingham

Global support function

Job summary

La Fosse is partnering with a global assurance organisation to recruit a Service Desk Manager to lead and develop their worldwide IT Service Desk function from Birmingham.

You will oversee day‑to‑day operations, manage Team Leads and Analysts, act as a major incident escalation point, drive continual service improvement, and monitor KPIs and SLAs, working closely with ITSM, Infrastructure and Cyber Security teams in a hybrid 2–3 day on‑site pattern.

Qualifications

• Experience managing a Service Desk within a medium to large enterprise environment.
• Strong leadership skills with experience developing high-performing teams.
• A solid understanding of ITIL best practice, ideally ITIL 4.
• Experience working with enterprise ITSM tools such as Halo ITSM or similar platforms.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead the day-to-day operation of a global Service Desk function.
• Manage and develop Service Desk Team Leads and Analysts.
• Act as a key escalation point for major incidents and critical service issues.
• Drive continual service improvement initiatives and enhance user satisfaction.
• Monitor and report on service performance, KPIs and SLAs.
• Work closely with ITSM, Infrastructure and Cyber Security teams to deliver a seamless support experience.
• Contribute to an out-of-hours Major Incident Management rota.

Skills

Service Desk management

Leadership

ITIL v4

Stakeholder management

Customer-focused mindset

Tools

Halo ITSM

Job description

La Fosse is partnering with a global assurance organisation to recruit a Service Desk Manager to lead and develop their worldwide IT Service Desk function from Birmingham.

You will oversee day‑to‑day operations, manage Team Leads and Analysts, act as a major incident escalation point, drive continual service improvement, and monitor KPIs and SLAs, working closely with ITSM, Infrastructure and Cyber Security teams in a hybrid 2–3 day on‑site pattern.