IT Service Desk Manager — Lead ITIL-Driven Support

i-Jobs; Bosham; On-site; GBP 60,000 - 68,000; Full time

Job summary

i-Jobs in the UK is seeking a Service Desk Manager (Information Technology) to lead the IT Service Desk from County Hall, Chichester. The role is on-site, 37 hours per week, Monday to Friday, with an ASAP start and a contract running from 01 September to March 2027.

You will oversee day-to-day desk operations, drive service improvements, ensure incident resolution within SLAs, and report on performance while communicating with internal teams and stakeholders.

Qualifications

• Proven experience managing or leading an IT Service Desk.
• Strong knowledge of IT service management processes.
• Experience handling incidents, requests, and service performance reporting.
• Ability to lead, motivate, and support a technical support team.
• Excellent communication and stakeholder management skills.
• Right to work in the UK.
• Ability to provide three years of written references, with employment gaps verified.
• Ability to complete required compliance checks and provide relevant documentation.

Responsibilities

• Manage the day-to-day operations of the IT Service Desk.
• Lead and support the Service Desk team to deliver effective IT support.
• Ensure service requests and incidents are handled within agreed service levels.
• Monitor service performance and identify areas for improvement.
• Maintain strong communication with internal teams, stakeholders, and service users.
• Support the implementation of IT service improvements and processes.
• Ensure accurate reporting and documentation of service desk activities.
• Promote good customer service practices across IT support functions.

Skills

IT service management

Leadership

Communication

Stakeholder management

Tools

ITIL framework

Job description

i-Jobs in the UK is seeking a Service Desk Manager (Information Technology) to lead the IT Service Desk from County Hall, Chichester. The role is on-site, 37 hours per week, Monday to Friday, with an ASAP start and a contract running from 01 September to March 2027.

You will oversee day-to-day desk operations, drive service improvements, ensure incident resolution within SLAs, and report on performance while communicating with internal teams and stakeholders.