IT Service Desk Manager - SC Cleared

Amtis Professional Ltd; Gloucester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading IT service provider is seeking an IT Service Desk Manager to oversee the ICT Service Desk team in Gloucester. The role involves managing day-to-day operations, ensuring service excellence, and leading continuous improvement initiatives. Candidates should have experience in managing an ICT Service Desk, strong leadership skills, and familiarity with ITIL principles. This contract role offers competitive pay and requires SC Security Clearance.

Qualifications

• Experience managing an ICT Service Desk or Helpdesk function.
• Strong communication and leadership skills.
• Proficient in service performance monitoring and reporting.

Responsibilities

• Lead and manage the ICT Service Desk team.
• Oversee handling of incidents and service requests.
• Monitor and report on service desk performance metrics.
• Drive service improvement initiatives.
• Collaborate with technical teams to resolve complex issues.

Skills

Team management

Incident resolution

Stakeholder engagement

Service performance monitoring

Education

ITIL Foundation or higher certification

Job description

IT Service Desk Manager (Contract) Inside IR35 - 3-6 Months contract

SC Security Clearance required

£290-£310/Day

Gloucestershire Based

An exciting opportunity has arisen for an experienced Service Helpdesk Manager to lead a dynamic ICT Service Desk team. This role is ideal for someone passionate about delivering high-quality technical support and driving continuous improvement in service delivery. The successful candidate will be responsible for managing day-to-day operations, ensuring service excellence, and fostering a high-performing team culture.

Key Responsibilities

• Lead and manage the ICT Service Desk team, providing guidance, coaching, and performance management.
• Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
• Monitor and report on service desk performance metrics, including SLAs and KPIs.
• Develop and maintain service desk processes and documentation to ensure consistency and compliance.
• Drive service improvement initiatives based on performance data and user feedback.
• Collaborate with technical teams and stakeholders to resolve complex issues and support service transitions.
• Manage the out-of-hours support rota and ensure appropriate coverage for critical incidents.

Essential Skills & Experience

• Demonstrable experience managing an ICT Service Desk or Helpdesk function.
• Strong leadership and team management capabilities.
• Excellent communication and stakeholder engagement skills.
• Proficiency in monitoring and reporting on service performance.
• Familiarity with ITIL principles and service management processes.

Desirable Qualifications

• ITIL Foundation or higher certification.