Service Desk Manager

Tata Consultancy Services Limited; Belfast City District; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Phone

Training resources

Discounts within Tata network

London Marathon sponsor

Job summary

Tata Consultancy Services Limited in the UK is recruiting a Service Desk Manager to lead the IT Service Desk for the Equip Programme, covering Oracle Fusion modules (HCM, Payroll, ERP, SCM). You will drive service delivery, governance, and user satisfaction across multiple teams.

You will manage first and second-line support, coordinate incidents and requests, track KPIs, and foster a customer-centric culture while aligning with ITIL standards and corporate policies.

Qualifications

• Proven experience managing an IT Service Desk or IT Support function.
• Strong understanding of IT Service Management (ITSM) principles and frameworks.
• Experience managing SLAs, KPIs, and service performance metrics.
• Strong people management and leadership skills.
• Experience with ITSM tools such as ServiceNow, Remedy, or equivalent.
• Excellent problem-solving and decision-making abilities.
• Strong communication and stakeholder management skills.
• Experience managing major incidents and escalations.
• Experience supporting Oracle Fusion ERP, HCM, SCM solutions.
• Experience in cloud application support environments.
• Experience supporting finance or HR business systems.
• Public sector, healthcare, or large enterprise experience.

Responsibilities

• Lead and manage the IT Service Desk function, ensuring high-quality support.
• Monitor SLAs and service performance; drive improvements.
• Coordinate incidents, requests and problems with urgency and customer focus.
• Manage first and second-line support teams and escalation processes.
• Maintain relationships with business stakeholders and governance bodies.
• Review and optimise service desk processes aligning with ITIL standards.
• Produce regular operational and management reports.

Skills

ITSM principles

People management

Incident management

KPI reporting

Stakeholder management

ServiceNow/Remedy

Oracle Fusion

Cloud applications

Finance/HR systems

Tools

ServiceNow

Remedy

Oracle Fusion

Job description

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

The Service Desk Manager will play an essential role in leading the customer support experience for the Equip Programme encompassing Oracle Fusion applications, including HCM, Payroll, ERP, and SCM functional modules, where the key reporting tools are OTBI, BI Publisher, HCM Analytics, SCM Analytics, and ERP Analytics. This individual will manage the primary interface between the customer and the support organization coordinating between users, support teams and service delivery functions.

The Role

The Service Desk Manager will be responsible for leading and managing the IT Service Desk function, ensuring the delivery of high-quality support services to end users. This role oversees service desk operations, drives continuous service improvement, manages service performance against agreed SLAs, and ensures excellent customer satisfaction.

The Service Desk Manager will act as the primary point of leadership for first and second-line support teams, ensuring incidents, requests, and problems are managed effectively while maintaining a customer-focused culture.

Your responsibilities:

Service Desk Leadership

• Lead, motivate, and develop the Service Desk team.
• Manage daily service desk operations and resource allocation.
• Establish and maintain a high-performance, customer-centric support environment.

Service Delivery Management

• Ensure incidents and service requests are resolved within agreed Service Level Agreements (SLAs).
• Monitor service desk performance through KPIs and reporting metrics.
• Manage incident escalation processes and major incident coordination.
• Ensure effective workload prioritisation and resource management.

Customer Experience

• Promote exceptional customer service standards across the team.
• Monitor customer satisfaction levels and implement improvement initiatives.
• Act as an escalation point for business-critical issues.
• Maintain strong relationships with business stakeholders.

Process Improvement

• Review and optimise service desk processes, procedures, and workflows.
• Ensure alignment with ITIL best practices and organisational standards.
• Identify recurring issues and work with technical teams to implement permanent solutions.

Reporting and Governance

• Produce regular operational and management reports.
• Analyse trends in incidents, requests, and service performance.
• Present performance data and service improvement recommendations to senior management.
• Ensure compliance with IT policies, procedures, and governance requirements.

Knowledge Management

• Maintain and improve the service knowledge base.
• Ensure support documentation is accurate and up to date.
• Promote knowledge sharing across support teams.

Essential skills/knowledge/experience:

• Proven experience managing an IT Service Desk or IT Support function.
• Strong understanding of IT Service Management (ITSM) principles and frameworks.
• Experience managing SLAs, KPIs, and service performance metrics.
• Strong people management and leadership skills.
• Experience with ITSM tools such as ServiceNow, Remedy, or equivalent.
• Excellent problem-solving and decision-making abilities.
• Strong communication and stakeholder management skills.
• Experience managing major incidents and escalations.
• Experience supporting Oracle Fusion ERP, HCM, SCM, solutions.
• Experience in cloud application support environments.
• Experience supporting finance or HR business systems.
• Public sector, healthcare, or large enterprise experience.

Rewards & Benefits (Default)

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at [e-mail] if you would like to opt in.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.