Remote Service Desk Manager – Lead 400+ Analysts

Solirius LTD; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Salary

Bonus Scheme

Private Healthcare Insurance

25 Days Annual Leave + Bank Holidays

Development training (up to 10 days/yr

Enhanced Parental Leave

Pension

Flexi Benefits

Cycle to Work

Flexible Working

Job summary

Solirius Reply part of the Reply Group is seeking a Service Desk Manager to lead a mature, remote-enabled support function for 400+ analysts. You will orchestrate triage, incident resolution, and escalation to Cloud/Software Engineering teams, while fine-tuning Jira workflows to optimize performance.

With 5+ years in leadership and active UK SC clearance, you will drive continuous service improvements, maintain high customer satisfaction, and align operations with complex client needs in a

Qualifications

• 5+ years managing a busy, mature Service Desk function.
• Active UK SC Clearance (minimum requirement).
• Strong Jira knowledge aligned to operational needs.

Responsibilities

• Lead and optimise the daily operations of a mature Service Desk for 400+ end-users.
• Own triage process and drive improvements to first-contact resolution and incident management.
• Oversee first-line support, incident resolution, and SLA reporting.
• Manage escalation pathways to Cloud and Software Engineering resolver groups.
• Rapidly adapt Jira environments to fit operational context and reporting needs.
• Maintain high satisfaction among data and systems analysts.

Skills

Jira

Security clearance

Analytical mindset

Communication

Education

ITIL certification

Tools

AWS Workspaces

Job description

Solirius Reply part of the Reply Group is seeking a Service Desk Manager to lead a mature, remote-enabled support function for 400+ analysts. You will orchestrate triage, incident resolution, and escalation to Cloud/Software Engineering teams, while fine-tuning Jira workflows to optimize performance.

With 5+ years in leadership and active UK SC clearance, you will drive continuous service improvements, maintain high customer satisfaction, and align operations with complex client needs in a