IT Service Desk Manager - Driffield

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

IT Service Desk Manager

Location: Driffield, East Yorkshire

Salary: £40,000

Type: Permanent

The Opportunity

Principal IT are currently working with a well-established organisation in Driffield who are looking to appoint an experienced IT Service Desk Manager to lead and develop their Service Desk function.

This is an excellent opportunity for an experienced Service Desk Manager, Service Desk Team Leader or senior IT support professional looking to take ownership of a busy support function and make a genuine impact on the way IT services are delivered across the business.

The successful candidate will combine strong technical understanding with proven leadership skills, taking responsibility for the day-to-day performance of the Service Desk while driving improvements across processes, service quality and user experience.

The Role

As IT Service Desk Manager, you will be responsible for leading the Service Desk team and ensuring a high-quality, responsive IT support service is delivered to users across the organisation.

You’ll have the opportunity to take ownership of the Service Desk function, introduce improvements and develop processes that improve both efficiency and the end-user experience.

Key responsibilities will include:

• Leading, supporting and developing the IT Service Desk team.
• Managing the day-to-day operation of the Service Desk.
• Monitoring SLAs, KPIs and service performance.
• Managing escalated incidents and ensuring issues are resolved effectively.
• Reviewing Service Desk data to identify trends, recurring issues and opportunities for improvement.
• Developing and implementing SOPs, workflows and ITSM processes.
• Driving improvements around incident, request, problem and change management.
• Ensuring consistent processes and standards are followed across the Service Desk.
• Coaching and mentoring team members to improve technical capability and performance.
• Working closely with infrastructure, applications and wider IT teams.
• Managing relationships with third-party suppliers where required.
• Communicating effectively with both technical and non-technical stakeholders.
• Supporting the introduction of new technologies and improvements to IT services.

What We’re Looking For

We’re keen to speak with candidates who have a strong background in IT Service Desk or IT Support, alongside experience of leading or managing a technical support team.

You’ll ideally have experience with:

• Managing or leading an IT Service Desk / IT Support team.
• Working within an ITIL / ITSM environment.
• Managing SLAs, KPIs and support performance.
• Implementing and improving Service Desk processes.
• Creating SOPs, documentation and knowledge bases.
• Incident and escalation management.
• Coaching and developing technical support staff.
• Analysing Service Desk metrics and using data to drive improvements.
• Microsoft 365 and modern Microsoft technologies.
• ITSM platforms such as ServiceNow, HaloITSM, Freshservice, Jira Service Management or similar.An ITIL Foundation qualification would be advantageous, although relevant hands-on experience will be equally important.

Why Consider the Role?

This isn’t simply a role focused on managing tickets and monitoring SLAs. The successful candidate will have genuine scope to shape and improve the Service Desk function, develop the team and introduce better ways of working.

It’s a great opportunity for someone who enjoys combining people leadership, technical knowledge and service improvement and wants to make a visible difference within an established organisation.

Salary

Salary: £40,000

Location

Location: Driffield, East Yorkshire

Interested?

If you’re an experienced IT Service Desk Manager, Service Desk Team Leader or Senior IT Support professional and this sounds like the right next step, we’d be keen to hear from you.

INDGH