Head of Service Desk

Focus Resourcing; United Kingdom; On-site; GBP 50,000 - 55,000; Full time

Job summary

A leading recruitment agency is seeking a Head of Service Desk in the United Kingdom to lead their talented Service Desk teams. You will ensure exceptional customer support while overseeing daily operations and meeting SLAs. The ideal candidate has proven leadership in a busy Service Desk and holds ITIL v4 certification. Competitive salary of circa £50-55k plus excellent benefits including 34 days holiday, private health insurance, and more.

Benefits

34 days holiday per year

Private healthcare insurance

Group income protection

Life assurance

Qualifications

• Proven experience managing a busy 24/7 Service Desk.
• Strong leadership and communication skills.
• Passionate about customer service and team development.

Responsibilities

• Lead and develop the Service Desk teams to deliver top-tier support.
• Ensure SLAs and KPIs are consistently achieved.
• Drive process improvements and promote continuous learning.

Skills

Leadership

Communication

Problem-solving

Organisation

Customer service

Education

ITIL v4 certification

Job description

Are you a people-focused leader who thrives in fast-paced, customer-driven environments? We're looking for a Head of Service Desk to join our award winning client on a permanent basis to lead their talented Service Desk teams and ensure the delivery of exceptional customer support.

In this key role, you'll oversee the day-to-day running of a 24/7 Service Desk, making sure customer SLAs and KPIs are met and exceeded: inspiring and coaching the team leaders and support staff, driving continuous improvement, and ensuring the smooth delivery of services to customers.

You'll act as a trusted point of escalation, keeping calm under pressure, communicating clearly, and helping your teams find solutions quickly and efficiently. You'll play a key part in shaping how our client delivers outstanding service.

What you'll be doing:

• Lead, motivate, and develop the Service Desk teams to deliver top-tier support.
• Ensure SLAs and KPIs are consistently achieved.
• Manage rotas and workloads to keep 24/7 coverage running smoothly.
• Drive process improvements and promote a culture of continuous learning.
• Provide regular reporting and insight to senior leadership.
• Support new contract transitions and key operational initiatives.

What we're looking for:

• Proven experience managing a busy 24/7 Service Desk.
• Strong leadership, communication, and organisational skills.
• Passionate about customer service and team development.
• Skilled at problem-solving, prioritising, and staying calm under pressure.
• ITIL v4 certification (or equivalent experience) is essential.

Salary & Benefits:

Salary will be circa 50-55k dependant on experience, plus excellent benefits including 34 days holiday per year (including bank holidays), private healthcare insurance, group income protection & life assurance.