Hybrid IT Service Desk Manager | Freshservice & AI Ops

Ocado Retail; Hatfield; Hybrid; GBP 52,000 - 72,000; Full time

Job summary

Ocado Retail is hiring a Service Desk Manager to lead IT support across Hatfield and Sunderland, transforming incident, request, and knowledge management. You will champion a service-led culture, manage end-to-end ticket processes, and act as the Freshservice SME, exploring AI-driven capabilities to improve efficiency.

In this hybrid role, you’ll collaborate with stakeholders, report to the IT Service Operations Lead, and help shape ITIL-aligned workflows while ensuring high service quality

Qualifications

• Proven experience leading IT support teams across multi-site locations.
• Excellent stakeholder communication and escalation management.
• Hands-on experience configuring Freshservice or similar SaaS ITSM tools.
• Data-driven mindset to optimize Incident, Request, Knowledge Management.
• Willing to travel between Hatfield and Sunderland; hybrid work.

Responsibilities

• Lead and manage support teams at Hatfield and Sunderland.
• Own and refine Incident, Request, and Knowledge Management processes.
• Foster a service-led culture across locations.
• Implement end-to-end ticket management with QoS metrics.
• Coordinate major incidents with clear, timely communication.
• Optimize Freshservice workflows, portals, dashboards, and automations.

Skills

People leadership

Stakeholder management

ITSM platform: Freshservice

Data-driven optimization

Flexible / hybrid work

Education

Relevant IT qualifications (degree/diploma)

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Ocado Retail is hiring a Service Desk Manager to lead IT support across Hatfield and Sunderland, transforming incident, request, and knowledge management. You will champion a service-led culture, manage end-to-end ticket processes, and act as the Freshservice SME, exploring AI-driven capabilities to improve efficiency.

In this hybrid role, you’ll collaborate with stakeholders, report to the IT Service Operations Lead, and help shape ITIL-aligned workflows while ensuring high service quality