IT Service Desk Leader: Drive Service Excellence

Principal IT; Driffield; On-site; GBP 36,000 - 44,000; Full time

Job summary

Principal IT are partnering with a well-established organisation in Driffield to appoint an experienced IT Service Desk Manager. You will lead the Service Desk, drive improvements in processes and user experience, and own day-to-day performance across the function.

The role requires managing SLAs, KPIs, and escalations, mentoring a technical team, and collaborating with infrastructure, applications and third-party partners to deliver reliable IT services.

Qualifications

• Strong background in IT Service Desk or IT Support.
• Experience leading a technical support team.
• Familiar with ITIL/ITSM and service improvement.

Responsibilities

• Lead and develop the IT Service Desk team.
• Manage day-to-day operation and service quality.
• Monitor SLAs and KPIs.
• Manage escalated incidents and ensure effective resolution.
• Review data to identify trends and opportunities for improvement.
• Develop SOPs, workflows and ITSM processes.
• Collaborate with infrastructure, applications and suppliers.

Skills

IT Service Desk

Leadership

ITIL/ITSM

SLA/KPI management

Incident management

Tools

ServiceNow

HaloITSM

Freshservice

Jira Service Management

Microsoft 365

Job description

Principal IT are partnering with a well-established organisation in Driffield to appoint an experienced IT Service Desk Manager. You will lead the Service Desk, drive improvements in processes and user experience, and own day-to-day performance across the function.

The role requires managing SLAs, KPIs, and escalations, mentoring a technical team, and collaborating with infrastructure, applications and third-party partners to deliver reliable IT services.