Onsite IT Service Desk & Applications Manager - Lead & Improve

Sanderson; England; On-site; GBP 72,000 - 88,000; Full time

Job summary

Sanderson is seeking an IT Service Support Manager to lead the IT Service Desk and Application Support functions. You will drive operational improvements, manage teams across 1st/2nd line support and ensure reliable, high-quality services across the organisation.

Reporting to the Service Delivery Director, you will monitor KPIs, manage vendor relationships and align services with ITIL and ISO27001 standards while promoting automation and efficiency improvements.

Qualifications

• Proven experience leading IT Service Desk and IT Support teams.
• Strong people management skills with a track record of team development.
• Solid understanding of ITIL, incident, problem and service delivery.
• Experience overseeing end-user and business application support.
• Familiarity with ITSM tools, notably ServiceNow.
• Knowledge of Microsoft 365, Active Directory and ISO27001 security principles.
• Excellent stakeholder management and communication abilities.

Responsibilities

• Lead, mentor and develop IT Service Desk and Application Support teams.
• Oversee 1st and 2nd line support operations and ensure timely incident resolution.
• Manage application support activities, escalations and vendor relationships.
• Drive continuous improvement across IT support processes and service delivery.
• Monitor KPIs, SLAs and overall service performance.
• Ensure IT services align with ITIL and ISO27001 requirements and collaborate with IT teams.

Skills

IT Service Desk

People Management

ITIL

Incident Management

Problem Management

Service Delivery

Stakeholder Management

Microsoft 365

Active Directory

ISO27001

Tools

ServiceNow

Job description

Sanderson is seeking an IT Service Support Manager to lead the IT Service Desk and Application Support functions. You will drive operational improvements, manage teams across 1st/2nd line support and ensure reliable, high-quality services across the organisation.

Reporting to the Service Delivery Director, you will monitor KPIs, manage vendor relationships and align services with ITIL and ISO27001 standards while promoting automation and efficiency improvements.