Service Desk Manager

Indra; England; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

25 days annual leave + 8 bank holidays

Pension scheme

Life assurance

Income protection

Flexible/remote working options

Learning and development programs

Job summary

A global technology firm in London is seeking a Service Desk Manager to lead IT Infrastructure Operations. Responsibilities include managing incident lifecycles, overseeing Major Incident Management, and building a high-performing team. The ideal candidate has extensive experience in IT Service Management, proven leadership skills, and is ITIL certified. The position offers flexible working options and various employee benefits.

Qualifications

• Minimum 8–10 years in IT Service Management.
• At least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
• Proven track record running large-scale Service Desk operations (500+ users).

Responsibilities

• Own the end-to-end lifecycle of incidents and service requests.
• Oversee Major Incident Management and act as escalation point.
• Drive effective resource planning and skills development.

Skills

Leadership

Communication

Problem-solving

Stakeholder management

Education

Bachelor's degree in Computer Science, Engineering, IT Management or related discipline

ITIL v3 or ITIL 4 Foundation

Lean IT, Six Sigma or Project Management certification (PRINCE2/PMP)

Job description

Direct message the job poster from Indra

Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world‑leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high‑value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of €4.84 million, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.

As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do:

Leadership - Generating real impact through tangible results

Flexibility - Enhancing proximity to the customer and differentiating Indra from its competitors

Focus - Projecting progress in a clear direction, which is crucial in the specialisation of business

Reliability - Building trust and long‑term relationships based on experience and excellence

As we continue to enjoy an exciting period of growth in the UK, we are looking for additional resources to support us with our upcoming projects. The Service Desk Manager plays a pivotal role in IT Infrastructure Operations.

Service Desk & Incident Management

• Ownership of the end‑to‑end lifecycle of incidents, service requests and system faults, ensuring outstanding service quality, SLA compliance and continuous improvement.
• Oversee Major Incident Management and act as the escalation point for business‑critical disruptions.
• Ensure accurate documentation, robust root‑cause analysis and proactive Problem Management.
• Build, motivate and coach a high‑performing, multicultural Service Desk team.
• Drive effective resource planning, knowledge sharing, succession planning and skills development.

Stakeholder Engagement & Reporting

• Serve as the primary operational contact for TfL, providing regular performance reporting and contributing to governance forums.
• Collaborate with internal teams, third‑party suppliers and senior stakeholders to ensure seamless, end‑to‑end service delivery.
• Lead initiatives in process optimisation, automation and self‑service to elevate end‑user experience.
• Champion Lean IT and ITIL best practice to enhance service excellence and operational efficiency.

This is a senior leadership role requiring a strong ITIL‑based service management background, proven people leadership, and demonstrable success in high‑volume, time‑critical IT operations.

Education & Professional Qualifications

• Bachelor’s degree (or equivalent) in Computer Science, Engineering, IT Management or a related discipline.
• ITIL v3 or ITIL 4 Foundation (minimum); Intermediate/Managing Professional preferred.
• Desirable: Lean IT, Six Sigma, or Project Management certification (PRINCE2/PMP).

Experience

• Minimum 8–10 years in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
• Proven track record running large‑scale Service Desk operations (500+ users, high‑volume ticketing).
• Advantageous: experience within transport, public sector or critical‑infrastructure contracts.

Personal Attributes

• Strong leadership and team‑building capability with a hands‑on, problem‑solving mindset.
• Composed under pressure and effective in mission‑critical settings.
• Excellent communication and stakeholder‑management skills.
• Results‑driven, proactive and committed to continuous improvement.

What we can offer you

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
• Pension – 4% employee and 4% employer
• Life assurance
• Income protection
• Employee assistance programs
• Flexible/remote working options
• Charitable initiatives
• Social events (formal & informal)
• Learning and development programs
• Innovative & collaborative work environment

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law

Location: London, United Kingdom