Service Desk Manager

Solirius Reply; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Competitive Salary

Bonus Scheme

Private Healthcare Insurance

25 Days Annual Leave + Bank Holidays

Up to 10 days allocated for training

Enhanced Parental Leave Paid Fertility

Contributory Pension

EAP with Help@Hand

Gym Membership Benefits

Flexible Benefits Allowance

Cycle to Work and EV schemes

Flexible Working

Annual Away Days/Company Socials

Job summary

Solirius Reply invites an experienced Service Desk Manager to lead a mature desk serving 400+ analysts in a primarily remote environment with occasional on-site attendance. You will own triage, drive first-contact resolution, and coordinate with Cloud and Software Engineering resolver groups.

You will shape incident governance, monitor SLAs, and mentor a team to deliver reliable, high-quality IT support across the organisation, while liaising with stakeholders and ensuring security clearance

Qualifications

• 5+ years managing a busy, mature Service Desk function.
• Active UK Security Clearance (SC) or higher eligibility.
• Strong Jira Incident/Service Management experience and ability to map workflows to operations.

Responsibilities

• Lead and optimise the daily operations of a mature Service Desk serving 400+ end-users.
• Own the triage process and drive improvements to first-contact resolution and incident routing.
• Oversee first-line support, incident resolution, and SLA reporting.
• Manage escalation pathways to higher-tier resolver groups within Cloud and Software Engineering teams.
• Adapt Jira to fit service context and reporting needs, ensuring smooth workflows.
• Maintain high satisfaction levels among technically oriented users.

Skills

Leadership

Stakeholder communication

Problem solving

Time management

Customer focus

Tools

Jira

AWS Workspaces

ITIL

Job description

Role: Service Desk Manager Location: Mainly Remote with occasional on-site attendance required. Clearances: Internal Background Check (DBS) / Eligible for Security Clearance

About Us

Solirius Reply part of the Reply Group is a technology consultancy and digital transformation partner that helps organisations solve complex challenges through strategy, design, engineering, and delivery. We work closely with our clients to deliver secure, accessible, user-focused services that evolve with their needs. By combining deep technical expertise with people-centred design, we create solutions that deliver meaningful, lasting impact. Our consultants partner directly with client teams, embedding into organisations to understand their goals, challenges, and users. This collaborative approach enables us to deliver tailored solutions that drive measurable outcomes across public and private sectors. Past and present clients include the Ministry of Justice, Department for Education, Ministry of Housing, Communities and Local Government, UEFA, International Olympic Committee, and Mercedes-Benz. Our services span the full digital delivery lifecycle, including architecture, engineering, delivery management, user-centred design, business analysis, data, DevOps, and AI. We operate as a collaborative and inclusive organisation that empowers our people to take ownership, innovate, and develop their expertise. As an equal opportunities employer, we are committed to encouraging equality, diversity, and social mobility, while creating opportunities for our teams to work on meaningful projects that deliver lasting impact.

About You

You are a motivated and adaptable professional with a strong analytical mindset and a passion for using technology to solve real-world problems. You enjoy working in collaborative, agile teams and take pride in delivering high-quality solutions that make a tangible impact. With strong communication skills and a consultative approach, you're comfortable engaging with clients, understanding their needs, and translating them into effective outcomes.

About the Role

We are seeking an experienced Service Desk Manager with 5+ years of hands-on leadership experience to oversee a mature support service environment. You will manage the end-to-end service desk function supporting approximately 400+ technical end-users (primarily analysts) while coordinating closely with resolver groups across Cloud and Software Engineering teams. You will take immediate ownership of the triage process, ensure first-line issues are resolved efficiently and leverage your technical acumen to know precisely when and how to elevate complex tickets to specialist engineering teams.

Key Responsibilities

• Lead and optimise the daily operations of a fast-paced, mature Service Desk supporting 400+ end-users.
• Own the triage process, driving immediate improvements to first-contact resolution, incident management and ticket routing.
• Oversee first-line support operations, taking direct responsibility for incident resolution, and reporting and monitoring SLA performance.
• Manage escalation pathways to higher-tier resolver groups within Cloud and Software Engineering teams without creating bottlenecks.
• Rapidly adapt to and manage the Jira environment, optimising workflows, queues and reporting to fit the service's specific operational context.
• Maintain high satisfaction levels across a technical user base composed mainly of data and systems analysts.

Essential Qualifications & Experience

• Experience: 5+ years managing a busy, mature Service Desk function.
• Security Clearance: Active UK SC Clearance (minimum requirement).
• Platform Expertise: Advanced knowledge of Jira (Incident/Service Management) with a proven track record of aligning Jira workflows to operational needs quickly.
• Environment: Experience supporting technical end-users (analysts, engineers) and interfacing directly with Cloud and Software Development resolver groups.
• Incident Leadership: Strong judgment in triaging, first-line fixing, and escalating specialist issues.

Desirable Skills

• Experience administering AWS products, particularly AWS Workspaces.
• ITIL certification or strong working knowledge of ITIL frameworks.

What We Offer

• Competitive Salary
• Bonus Scheme
• Private Healthcare Insurance
• 25 Days Annual Leave + Bank Holidays
• Up to 10 days allocated for development training per year
• Enhanced Parental Leave Paid Fertility Leave (5 Days)
• Contributory Pension
• EAP with Help@Hand
• Gym Membership Benefits
• Flexible Benefits Allowance
• Cycle to Work and Electric Vehicle schemes
• Flexible Working
• Annual Away Days/Company Socials

Diversity and Inclusion

As an equal opportunities employer, we are committed to creating a work environment that supports, celebrates, encouraging and respects all individuals, where all processes are based on merit, competence and business needs. Encouraging high social mobility is really important to us. We foster an inclusive culture by welcoming different perspectives, e