Head of IT Serice Desk

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

Benefits offered by this job

Annual bonus

Benefits package

Job summary

Tate Recruitment is partnering with a growing technology services organisation to appoint a Head of Service Desk in Buckinghamshire. The role leads 1st, 2nd and 3rd line support, shaping a high-performing, customer-focused function while driving service performance and continuous improvement.

You will manage Service Desk Leaders, own escalation management, drive SLA delivery and ensure the team delivers outstanding service in a hybrid, 3-days-in-office model.

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

Service Desk Leadership

ITIL Knowledge

Stakeholder Management

People Development

MSP/IT Services

Tools

ITSM Tools

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.