IT Service Desk Manager

TN United Kingdom; Southampton; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company in the UK seeks an IT Service Desk Manager to lead and optimize their IT support function. The role involves overseeing daily operations, managing a team, and ensuring high-quality customer-focused support. The ideal candidate will have strong leadership skills, a solid understanding of IT infrastructure, and experience in service management. This position offers a competitive salary and various benefits, including free travel on SWR services.

Benefits

Free duty and leisure travel on SWR services for employees

Free leisure travel for spouse/partner and dependants

75% discount on many other train operating companies

Full training and development support

Qualifications

• Proven experience managing an IT service desk in a fast-paced environment.
• Strong leadership skills with a track record of coaching high-performing teams.

Responsibilities

• Oversee daily operations of the IT Service Desk, ensuring SLAs and KPIs are met.
• Monitor service performance and implement corrective actions.
• Manage incidents and ensure timely resolution.

Skills

Leadership

Customer Service

Analytical Skills

Education

ITIL Certification

Tools

ServiceNow

Active Directory

Microsoft Endpoint Manager

Job description

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The purpose of this role is to lead and optimise the IT Service Desk function, ensuring efficient customer-focused support aligned with business goals.

Main responsibilities:

• Oversee the daily operations of the IT Service Desk, ensuring service requests and incidents are managed in line with agreed SLAs and KPIs.
• Monitor and report on service performance, identifying areas for improvement and implementing corrective actions.
• Ensure continuous improvement of service desk processes, tools, and procedures.
• Motivate the team and drive standards through coaching and proactive performance management at an individual and team level.
• Conduct regular performance reviews, manage staff development, and implement training plans.
• Manage and escalate incidents, ensuring timely resolution while minimising business disruption.
• Identify trends and root causes of recurring issues, facilitating long-term solutions through problem management.
• Liaise with technical teams and other stakeholders to ensure efficient problem resolution.
• Manage the configuration and administration of the Service Desk toolset.
• Ensure accurate recording and classification of incidents and service requests within the ITSM system.
• Evaluate and implement new tools or upgrades to enhance service delivery and efficiency.
• Provide regular performance and trend reports to management.

Qualifications and skills needed:

• Proven experience managing an IT service desk or technical support team in a fast-paced environment.
• Strong leadership skills with a track record of coaching, developing, and motivating high-performing teams.
• Solid understanding of IT infrastructure, systems, and support operations across desktop, network, and application environments.
• In-depth knowledge of IT service management principles; ITIL certification (Foundation or higher) preferred.
• Exceptional customer service focus, with the ability to drive a user-centric culture and improve service delivery.
• Experience managing incident, problem, and request workflows, with a strong grasp of SLAs and KPIs.
• Excellent communication and interpersonal skills, capable of engaging with technical teams, stakeholders, and senior leadership.
• Experience with enterprise-level IT systems and platforms such as Active Directory, Microsoft Endpoint Manager (Intune), or Entra ID.
• Strong analytical skills with the ability to produce reports, identify trends, and lead service improvement initiatives.
• Experience managing service desk tools and platforms (e.g., ServiceNow, BMC Remedy, FreshDesk).

Beneficial additional skills:

• Experience supporting remote and hybrid working environments, including VPNs and virtual desktop infrastructure (VDI).
• Project management knowledge or certification (e.g., PRINCE2, PMP).
• Understanding of cybersecurity best practices and experience contributing to IT security and compliance efforts.
• Familiarity with IT change management processes and tools.
• Experience with service automation tools, AI-powered support technologies, or workflow optimisation.

About the location:

This role will require travel across our network. You will primarily work from Overline House & our Head office in South Bank Central.

South Western Railways HQ is based on the 4th Floor at South Bank Central, near the River Thames and Waterloo station. It is close to attractions, restaurants, and retail facilities, accessible by public transport.

Overline House is situated overlooking Southampton Central Station, accessible by public transport, near West Quay, and well-connected to London, the coast, and the Isle of Wight.

Working pattern:

You will work an average of 37 hours per week over 5 days, typically office hours, Monday to Friday.

The reward:

We offer a competitive salary and various benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria apply)
• 75% discount on many other train operating companies
• Full training and development support