Head of IT Serice Desk

Tate; Milton Keynes; Hybrid; GBP 81,000 - 99,000; Full time

Job summary

Tate is seeking a Head of Service Desk in Buckinghamshire for hybrid working (3 days in the office). The role leads 1st, 2nd and 3rd line support across a growing technology services organisation, driving performance and continuous improvement while developing leaders and ensuring excellent customer outcomes.

You will oversee multi-level Service Desk operations, focusing on performance, quality, resource planning and incident escalation.

Qualifications

• Experience leading Service Desk operations within an MSP or IT services environment.
• Experience managing Team Leaders and developing management capability.
• Strong understanding of ITIL and service management best practice.
• A track record of improving operational performance and service quality.
• Excellent stakeholder management and communication skills.
• A hands-on leadership style with a passion for developing people.

Responsibilities

• Leading and developing Service Desk Team Leaders and technical teams.
• Driving SLA performance and customer satisfaction.
• Managing service demand, workload and ticket backlogs.
• Acting as a senior escalation point for critical incidents.
• Using operational data and reporting to drive performance improvements.
• Creating a culture of accountability, collaboration and continuous development.
• Identifying opportunities to improve processes, tooling and service delivery.

Skills

People leadership

Stakeholder management

Communication

ITIL knowledge

Operational improvement

Tools

ITIL

Ticketing systems

MS Office

Job description

Buckinghamshire | Hybrid working (3 days in the office) | Permanent

C£90,000, annual bonus & benefits

Are you an experienced Service Desk leader who thrives in fast-paced environments and enjoys building high-performing teams?

We're partnering with a successful and growing technology services organisation to find a Head of Service Desk who will take ownership of the entire support operation across 1st, 2nd and 3rd Line teams.

This is a fantastic opportunity for someone who enjoys balancing people leadership with operational excellence. You'll be responsible for driving service performance, developing leaders, improving customer outcomes and ensuring the Service Desk operates efficiently every day.

The Role

You'll lead a multi-level Service Desk function, overseeing team performance, service quality, resource planning and continuous improvement initiatives.

Key responsibilities include:

• Leading and developing Service Desk Team Leaders and technical teams
• Driving SLA performance and customer satisfaction
• Managing service demand, workload and ticket backlogs
• Acting as a senior escalation point for critical incidents
• Using operational data and reporting to drive performance improvements
• Creating a culture of accountability, collaboration and continuous development
• Identifying opportunities to improve processes, tooling and service delivery.

About You

We're looking for an established Service Desk leader who can demonstrate:

• Experience leading Service Desk operations within an MSP or IT services environment
• Experience managing Team Leaders and developing management capability
• Strong understanding of ITIL and service management best practice
• A track record of improving operational performance and service quality
• Excellent stakeholder management and communication skills
• A hands-on leadership style with a passion for developing people.

What's on Offer?

• Opportunity to lead a critical customer-facing function
• Significant scope to influence and improve service delivery
• A people-focused culture that values development and progression
• The chance to join an organisation with ambitious growth plans

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.