ICT Service Desk Manager

VolkerWessels UK; Hoddesdon; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Competitive annual leave

Private medical care

Pension

Life Assurance

Training and development opportunities

Employee Assistance Programme

Job summary

A leading civil engineering contractor in Hoddesdon is seeking a Service Desk Manager to oversee IT support services. Responsibilities include managing a team, ensuring high-quality service delivery, and utilizing ServiceNow for change management. Ideal candidates will have strong leadership skills and experience in IT service management, focusing on customer satisfaction. Competitive benefits and opportunities for development are offered.

Qualifications

• Demonstrable experience in a similar role.
• Strong management and leadership skills.
• Hands-on experience with ServiceNow.

Responsibilities

• Oversee the day-to-day operations of the Service Desk.
• Drive service improvements through analysis of trends.
• Maintain ITIL-aligned service desk processes.

Skills

IT service management

Team management

Customer service orientation

ServiceNow proficiency

ITIL understanding

Education

Relevant experience in IT support

Tools

ServiceNow

Job description

VolkerWessels UK is a market-leading contracting group of five closely linked businesses. We provide integrated and ground-breaking solutions for the civil engineering and construction sectors, with specialisms in rail, highways, airports, marine, defence, energy, water, and environmental infrastructure.

We are recruiting for a Service Desk Manager to join our ICT team. Reporting into our Head ICT Support, you'll ensure the delivery of high-quality, customer-focused IT support services across our organisation. Managing our team of 6 1st line engineers, you'll oversee the day-to-day operations of the Service Desk, manage performance, drive continuous improvement, and ensure effective use of ServiceNow for incident, request, and change management.

This role requires an individual who is flexible, hands on, adaptable, and focused on providing excellence in business-critical support.

This role is based at our Hoddesdon head office (minimum 4 days on site).

About our role

Service Delivery and Performance

• Monitor and report on service desk performance metrics (e.g., SLAs, response/resolution times).
• Ensure consistent and effective use of ServiceNow for incident, request, and change management.
• Drive service improvements through analysis of trends, feedback, and root cause investigations.

Customer Experience

• Champion a customer-first approach, ensuring all interactions are professional, empathetic, and solution-oriented.
• Handle escalated user complaints and ensure timely resolution and communication.

Process & Compliance

• Maintain and improve ITIL-aligned service desk processes and procedures.
• Ensure compliance with internal policies, security standards, and audit requirements.
• Work closely with Infrastructure, Field Support, and Applications teams to ensure seamless service delivery.
• Communicate effectively with stakeholders across the business regarding service status, issues, and improvements.

ServiceNow Experience

• Experience using ServiceNow to ensure the Service Desk gets the most out of the tool.
• Collaborate with platform owners to enhance workflows, reporting, and automation.

Documentation & Knowledge Management

• Ensure the creation and maintenance of knowledge base articles, FAQs, and support documentation.
• Promote knowledge sharing and self-service adoption across the user base.

Stakeholder engagement and management

• Fostering and maintaining working relationships with key stakeholders throughout the business.
• Managing and coaching our team of 6. You'll also monitor and manage team performance metrics. Offer technical guidance and mentorship to support the team.

About you

You'll have demonstrable experience in a similar role, with strong management and leadership skills, and a deep understanding and experience of IT service management. You'll also have hands-on experience with ServiceNow in a high-volume support environment, alongside strong ITIL experience.

If your past experience doesn't match perfectly with every requirement of the job description, we still encourage you to apply. You may be just the right candidate for us.

Why work with us?

VolkerWessels UK operates through five separate, but complementary businesses, delivering an integrated service for our clients. At any one time, our people are working on sites or in offices, for around 250 projects across the UK. We offer competitive rewards and benefits, recognising the value we place on our employees.

We offer a range of benefits, including:

• Competitive annual leave and an additional day off on your birthday
• Option to buy additional annual leave
• Private medical care
• Pension
• Life Assurance
• Cycle to Work scheme
• Shopping and restaurant vouchers, rewards, and discounts
• Training and development opportunities — comprehensive skills-based training
• Family friendly policies including enhanced maternity benefits
• Employee Assistance programme
• Mental health, physical health, and financial support
• 24/7 Virtual GP service

Fairness, inclusion and respect

We believe in pushing boundaries in the pursuit of fairness, inclusion and respect. Our teams should feel comfortable that VolkerWessels UK is a place where they can be themselves and thrive.

Additional information

Note for Recruitment Agencies: Our preference is to hire directly. We will reach out to our Preferred Supplier List (PSL) agencies if this particular role qualifies for release. We also request that speculative CVs be directed appropriately.

VolkerWessels UK is committed to maintaining healthy, safe and productive working conditions for its entire staff and therefore a drugs & alcohol screening is mandatory for all.