Service Desk Manager

Civic Recruitment Limited; Chichester; On-site; GBP 45,000 - 60,000; Full time

Job summary

Civic Recruitment Limited is looking for a Service Desk Manager for a 7-month contract with a local authority in Chichester. You will lead the Technology Services Service Desk across L1 to L3, delivering high-quality IT support and driving incident management.

The role requires strong ITIL knowledge, leadership of customer-facing teams, and the ability to drive improvements, performance metrics, and knowledge management.

Qualifications

• Significant experience managing Service Desk, IT Operations or Technical Support teams in a customer-facing environment.
• Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
• Proven experience managing service performance, workforce planning, incident management, service requests, and knowledge management.
• Good understanding of ITIL principles and experience working within an ITIL-based service management environment.

Responsibilities

• Lead the day-to-day operation of the Technology Services Service Desk across L1, L2, and L3 support teams.
• Ensure the delivery of high-quality, customer-focused IT support in line with SLAs.
• Manage service performance, monitoring KPIs and implementing improvements where required.
• Oversee workforce planning, resource allocation, shift rotas, and team capacity.
• Lead incident management and service request processes, ensuring timely resolution and escalation where appropriate.
• Maintain and promote a knowledge management framework to support efficiency and first-time resolution.
• Collaborate with technical teams, resolver groups, and third-party suppliers to deliver seamless IT services.
• Coordinate and manage major incidents, ensuring effective communication and resolution.
• Produce operational reports and metrics to support governance and continual service improvement.
• Drive best practices within an ITIL-based service management environment.
• Lead, coach, and develop Service Desk staff to promote high performance and excellent customer service.

Skills

ITIL

Leadership

Stakeholder management

ITSM

KPI management

Incident management

Tools

Halo

ServiceNow

Ivanti

Job description

Chichester, United Kingdom | Posted on 07/08/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That's why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

7 Month Contract With A local Authority

Job Purpose

The Service Desk Manager is responsible for leading the day-to-day operation of the Technology Services Service Desk, ensuring the delivery of high-quality IT support across Level 1, Level 2, and Level 3 support teams. The role is accountable for driving service excellence, enhancing the customer experience, managing operational performance, and ensuring effective incident and service request management. Working collaboratively with technical teams, third-party suppliers, and key stakeholders, the Service Desk Manager will promote continual service improvement and support the delivery of reliable, customer-focused IT services.

Key Responsibilities

• Lead and manage the day-to-day operation of the Technology Services Service Desk across L1, L2, and L3 support teams.
• Ensure the delivery of high-quality, customer-focused IT support services in line with agreed service levels.
• Manage service performance, monitoring key performance indicators (KPIs) and implementing improvements where required.
• Oversee workforce planning, resource allocation, shift rotas, and team capacity to ensure effective service coverage.
• Lead incident management and service request processes, ensuring timely resolution and escalation where appropriate.
• Maintain and promote an effective knowledge management framework to support service efficiency and first-time resolution.
• Work collaboratively with technical teams, resolver groups, and third-party suppliers to deliver seamless IT services.
• Support the coordination and management of major incidents, ensuring effective communication and resolution.
• Produce operational reports and performance metrics to support governance, decision-making, and continual service improvement.
• Drive best practice and continuous improvement initiatives within an ITIL-based service management environment.
• Lead, coach, and develop Service Desk staff to promote high performance and excellent customer service.

Requirements

• Significant experience managing Service Desk, IT Operations, or Technical Support teams within a customer-facing environment.
• Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
• Proven experience managing service performance, workforce planning, incident management, service requests, and knowledge management.
• Good understanding of ITIL principles and experience working within an ITIL-based service management environment.
• Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or equivalent.
• Strong analytical, organisational, and problem-solving skills.
• Excellent communication and stakeholder management skills, with the ability to build effective working relationships.
• Ability to prioritise workloads and manage multiple operational demands in a fast-paced environment.

Additional Information

• Location: Chichester (Power Place). Hybrid working available following initial training period, with office attendance required five days per week during onboarding.