Remote Service Desk Manager | UK SC Eligible

Solirius Reply; Greater London; Remote; GBP 70,000 - 95,000; 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

Paid Fertility Leave

Contributory Pension

EAP with Membership Benefits

Flexible Benefits Allowance

Cycle to Work and Electric VehicleSche

Flexible Working

Annual Away Days/Company Socials

Diversity and Inclusion

Job summary

Solirius Reply, part of the Reply Group, seeks a Service Desk Manager to lead a mature service desk with 400+ technical end-users. You will own triage, drive faster first‑contact resolution and coordinate with Cloud/Software Engineering teams to resolve complex issues.

You will engage with analysts and engineers in a collaborative, agile environment, using Jira to tailor workflows and reporting. A strong security mindset and UK SC clearance are essential for this role.

Qualifications

• 5+ years managing a busy service desk.
• Active UK SC Clearance.
• Advanced Jira (Incident/Service Management) expertise.
• Experience supporting data Analysts and software engineering resolver groups.
• Strong triage and escalation leadership.

Responsibilities

• Lead daily operations of a mature Service Desk serving 400+ users.
• Own triage process and improve first-contact resolution.
• Oversee incident resolution, reporting and SLA monitoring.
• Manage escalation pathways to Cloud and Software Engineering resolver groups.
• Optimise Jira workflows and reporting to fit service context.
• Maintain high satisfaction among technical users.

Skills

Service Desk Leadership

Active UK SC Clearance

Jira Expertise

Incident Management

Customer Communications

Tools

Jira

AWS Workspaces

ITIL

Job description

Solirius Reply, part of the Reply Group, seeks a Service Desk Manager to lead a mature service desk with 400+ technical end-users. You will own triage, drive faster first‑contact resolution and coordinate with Cloud/Software Engineering teams to resolve complex issues.

You will engage with analysts and engineers in a collaborative, agile environment, using Jira to tailor workflows and reporting. A strong security mindset and UK SC clearance are essential for this role.