Hybrid IT Service Desk Manager - 7 Month Contract

Civic Recruitment Limited; Chichester; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Civic Recruitment Limited is looking for a Service Desk Manager for a 7-month contract with a local authority in Chichester. You will lead the Technology Services Service Desk across L1 to L3, delivering high-quality IT support and driving incident management.

The role requires strong ITIL knowledge, leadership of customer-facing teams, and the ability to drive improvements, performance metrics, and knowledge management.

Qualifications

• Significant experience managing Service Desk, IT Operations or Technical Support teams in a customer-facing environment.
• Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
• Proven experience managing service performance, workforce planning, incident management, service requests, and knowledge management.
• Good understanding of ITIL principles and experience working within an ITIL-based service management environment.

Responsibilities

• Lead the day-to-day operation of the Technology Services Service Desk across L1, L2, and L3 support teams.
• Ensure the delivery of high-quality, customer-focused IT support in line with SLAs.
• Manage service performance, monitoring KPIs and implementing improvements where required.
• Oversee workforce planning, resource allocation, shift rotas, and team capacity.
• Lead incident management and service request processes, ensuring timely resolution and escalation where appropriate.
• Maintain and promote a knowledge management framework to support efficiency and first-time resolution.
• Collaborate with technical teams, resolver groups, and third-party suppliers to deliver seamless IT services.
• Coordinate and manage major incidents, ensuring effective communication and resolution.
• Produce operational reports and metrics to support governance and continual service improvement.
• Drive best practices within an ITIL-based service management environment.
• Lead, coach, and develop Service Desk staff to promote high performance and excellent customer service.

Skills

ITIL

Leadership

Stakeholder management

ITSM

KPI management

Incident management

Tools

Halo

ServiceNow

Ivanti

Job description

Civic Recruitment Limited is looking for a Service Desk Manager for a 7-month contract with a local authority in Chichester. You will lead the Technology Services Service Desk across L1 to L3, delivering high-quality IT support and driving incident management.

The role requires strong ITIL knowledge, leadership of customer-facing teams, and the ability to drive improvements, performance metrics, and knowledge management.