IT Service Desk Manager - Lead SLA-Driven Support

Essential Employment; Sunderland; On-site; GBP 29,000 - 40,000; Full time

Job summary

Essential Employment is seeking a Service Desk Manager in Chichester to lead the day-to-day operation of a multi-tier IT service desk. You will oversee L1, L2 and L3 support, ensure high-quality customer-focused services, and drive staffing, rosters and coverage to meet targets.

This temporary full-time role involves incident management, knowledge management, reporting, and continual service improvement to boost customer satisfaction and operational efficiency.

Responsibilities

• Manage the daily operation of the IT Service Desk, overseeing L1, L2 and L3 support teams.
• Ensure delivery of high-quality customer-focused support services.
• Lead workforce planning, resource allocation and rota management to ensure effective service coverage.
• Monitor and manage service performance against agreed targets and SLAs.
• Oversee incident management, service request fulfilment and escalation processes.
• Support and coordinate responses to major incidents and service disruptions.
• Maintain and improve knowledge management practices to enhance first-time fix rates and service efficiency.
• Work closely with technical teams, resolver groups and third-party suppliers to ensure effective service delivery.
• Produce performance reports and contribute to operational governance activities.
• Drive continual service improvement initiatives to improve customer satisfaction and operational effectiveness.

Job description

Essential Employment is seeking a Service Desk Manager in Chichester to lead the day-to-day operation of a multi-tier IT service desk. You will oversee L1, L2 and L3 support, ensure high-quality customer-focused services, and drive staffing, rosters and coverage to meet targets.

This temporary full-time role involves incident management, knowledge management, reporting, and continual service improvement to boost customer satisfaction and operational efficiency.