Service Desk Manager

DataVita Limited; Glasgow; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

33 days annual leave

Life assurance

Income protection

Remote GP

Cycle to Work

EV car salary sacrifice

Company events

Charity donation option

Job summary

DataVita Limited is seeking a Service Desk Manager to lead and mature our support team across IaaS, BaaS, DRaaS and Network services in Scotland. You will build a clear development path from 1st to 3rd line, act as escalation point, and own incident management while partnering with other teams to ensure smooth transitions and superior service delivery.

You will apply ITIL principles, drive efficiency with automation and AI, and develop the team to be self-sufficient, reducing dependency on

Qualifications

• Proven experience leading a Service Desk or IT support function.
• Transitioned from an experienced support engineer into a management role.
• Strong hands-on technical grounding across networking, storage and backup/DR.
• Excellent communication and stakeholder management skills; ITIL principles applied operationally.

Responsibilities

• Build a structured development pathway (1st - 2nd - 3rd line) with coaching and progression.
• Act as escalation point, challenging diagnoses to move issues to resolution.
• Duty manager for major incidents and serious customer escalations.
• Embed incident, request, problem, change and knowledge management into daily operations.
• Represent operational support with technical, project, and service delivery teams for smooth transitions.
• Drive performance management, identify root causes, and implement improvements.
• Standardise documentation and work-notes to reduce escalations and speed up training.
• Reduce manual admin with tooling, workflows, and AI automation.

Skills

Service Desk Leadership

ITIL Knowledge

Automation/AI for Efficiency

Stakeholder Management

Autonomous Working

Networking

Storage (SAN/NAS)

Backup/DR Solutions

ServiceNow

Leadership Experience

Driving Licence

Tools

ServiceNow

Job description

DataVita is a next-generation cloud and infrastructure company operating from Tier III-certified data centres in Scotland. We work extensively with AI and automation, integrating these technologies into complex legacy environments to deliver genuine transformation.

DataVita is the fastest growing technology company in Scotland, with plans to deploy and invest over £2 billion in the coming years. You would be joining at a relatively early stage of that trajectory. For the right person, this is an opportunity to join a business that is scaling rapidly and play a key role in shaping its growth.

About the Role

We're looking for a Service Desk Manager to lead our support team, delivering fast, effective, customer-focused service across our IaaS, BaaS, DRaaS and Network offerings.

The role is about building a more technically capable, consistent and self-sufficient Service Desk, reducing dependency on individual engineers and creating a structured pathway for developing talent from 1st through to 3rd line.

You don't need to be the most technically senior person in the room, but you need enough breadth and depth across infrastructure technologies to understand technical discussions, challenge weak diagnoses and recognise when an investigation is heading in the wrong direction.

SLA performance and continuous improvement sit with you, and the role stays hands-on rather than managing from a distance.

Responsibilities

• Build a structured development pathway (1st - 2nd - 3rd line) with coaching, skills development and progression
• Act as an escalation point, challenging diagnoses, spotting when an investigation is going in the wrong direction, and keeping issues moving towards resolution
• Duty manager for major incidents and serious customer escalations, owning the service outcome even where technical actions sit with other teams
• Embed incident, request, problem, change and knowledge management into daily operational reality, not just process documentation
• Represent the operational support requirement with technical, project, customer and service delivery teams to ensure new solutions and changes transition into support cleanly
• Manage performance, not just report it. Identify root causes when performance dips, act on them, and evidence the improvement
• Drive consistent documentation and work-note standards across the team to reduce escalation volume and support faster development of less experienced engineers
• Reduce manual admin, reporting and ticket-handling overhead by making better use of tooling, workflow and automation/AI
• Make autonomous operational decisions across competing priorities, escalating only when genuinely necessary
• Own the service desk toolset - ticket management, workflows, reporting
• Support client onboarding and service transitions with account managers and project teams
• Contribute to business continuity and out-of-hours support planning
• Own and maintain the internal knowledge base, ensuring documentation is accurate and current

Required Skills & Experience

• Proven experience leading a Service Desk or IT support function
• Transitioned from an experienced support engineer into a management role
• Strong hands-on technical grounding — enough depth to challenge a diagnosis and review root cause and technical work notes
• 5+ years' technical experience supporting or managing environments across:

Networking - switching/firewalls

Storage - SAN/NAS

Backup / DR Solutions

Management tooling that drives efficiency in an MSP environment

• Experience using automation, workflow or AI tools to improve operational efficiency
• Strong grasp of ITIL principles and service management practices, applied operationally rather than on paper
• Can work autonomously and provides routes forward rather than asking for direction, while knowing when something genuinely needs escalating
• Excellent communication and stakeholder management skills
• Able to lead under pressure in a fast-paced, client-facing environment
• Full UK driving license

Desired Skills & Experience

• Experience in cloud, infrastructure, or data centre environments
• Background in an MSP or enterprise support setting
• Exposure to enterprise backup/DR solutions such as Cohesity
• Exposure to network platforms such as Cisco/Fortinet
• Experience with ITSM toolsets such as ServiceNow

What You’ll Get

• The chance to help shape a growing technical team inside a fast-scaling business
• Direct exposure to every area of the company
• Training and development throughout your time at DataVita
• 33 days annual leave
• Life assurance at 4x salary
• Group income protection at 70% of salary for up to 2 years
• Help@Hand: remote GP - physiotherapy, nutritionist, and more
• Cycle to Work and EV car salary sacrifice schemes
• 6 fully expensed company events per year
• Option to donate to charity through salary