IT Service Desk Lead — Elevate Support & ITIL Excellence

Ellison Institute, LLC; Oxford; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Travel allowance

Bonus

Pension

Life Assurance

Income protection

Private medical insurance

Employee discounts

Electric car scheme

Nursery benefits

Cycle to Work

Family planning

Neurodiversity support

Coaching services

Job summary

The Ellison Institute of Technology (EIT) seeks an experienced IT Service Desk Manager to lead Oxford's IT service desk and drive continual improvement in user support and service delivery.

Reporting to the Head of IT Services, you will own day-to-day performance, manage the team, implement ITIL-based processes, and partner across IT to ensure a high-quality, white-glove support experience for researchers and staff.

Qualifications

• Extensive experience leading and developing an IT Service Desk within a complex organisation.
• Proven track record delivering improved service, maturity, and customer experience.
• Strong practical knowledge of ITIL and ITSM, ideally with ITIL v4 certification.

Responsibilities

• Lead and develop the IT Service Desk team with ownership and accountability.
• Own day-to-day Service Desk performance including prioritisation and escalation.
• Maintain SLA/OLA, first-contact resolution, and smooth hand-offs between teams.
• Act as senior escalation point for complex issues and identify improvements.
• Apply ITIL principles; improve ITSM data quality, workflows, and knowledge.
• Support Incident, Problem and Change Management activities and readiness.
• Define and review Service Desk KPIs and drive continual improvement.
• Build relationships across EIT to meet evolving needs.

Skills

ITIL

Service Desk leadership

ITSM

Incident management

Change management

SLA management

Jira Service Management

Stakeholder management

Tools

Jira Service Management

Service automation

Job description

The Ellison Institute of Technology (EIT) seeks an experienced IT Service Desk Manager to lead Oxford's IT service desk and drive continual improvement in user support and service delivery.

Reporting to the Head of IT Services, you will own day-to-day performance, manage the team, implement ITIL-based processes, and partner across IT to ensure a high-quality, white-glove support experience for researchers and staff.