Remote Service Desk Manager | 400+ End-Users | UK SC Eligible

Machine Learning Reply; Greater London; Remote; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private Healthcare

25 Days Annual Leave

Development Training

Parental Leave

Pension

Gym Membership

Flexible Benefits

Job summary

Solirius Reply, part of the Reply Group, is seeking an experienced Service Desk Manager to oversee a mature, high-velocity support operation serving 400+ end-users across analytics and IT teams.

The role demands strong leadership, advanced Jira expertise, and a proven ability to drive incident resolution, SLAs, and escalations within Cloud and Software Engineering resolver groups, while maintaining security clearances and stakeholder communications.

Qualifications

• 5+ years managing a busy, mature Service Desk function.
• Active UK SC Clearance (or eligible).
• Advanced knowledge of Jira (Incident/Service Management) with quick alignment to operational needs.

Responsibilities

• Lead and optimise the daily operations of a mature Service Desk supporting 400+ end-users.
• Own the triage process, driving improvements to first-contact resolution and incident management.
• Oversee first-line support operations, incident resolution, reporting and SLA monitoring.

Skills

Service Desk Leadership

Security Clearance

Jira Expertise

Incident Management

Cloud/DevOps liaison

Tools

Jira

AWS Workspaces

Job description

Solirius Reply, part of the Reply Group, is seeking an experienced Service Desk Manager to oversee a mature, high-velocity support operation serving 400+ end-users across analytics and IT teams.

The role demands strong leadership, advanced Jira expertise, and a proven ability to drive incident resolution, SLAs, and escalations within Cloud and Software Engineering resolver groups, while maintaining security clearances and stakeholder communications.