Service Desk Manager

InterQuest Solutions; Hoddesdon; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading IT service provider is seeking an ICT Service Desk Manager in Hoddesdon to lead a team of 1st Line Engineers. Your role involves overseeing service desk operations, managing performance, and ensuring a customer-focused approach. The ideal candidate has at least three years of leadership experience and strong communication skills, with a commitment to improving service delivery using ServiceNow. This position requires an A Level education or equivalent.

Qualifications

• Minimum three years of experience in service desk leadership.
• Strong communication skills and ability to align service with business goals.
• Commitment to continual improvement.

Responsibilities

• Manage daily operations of the service desk.
• Act as escalation point for complex incidents.
• Monitor and ensure compliance with ITIL processes.

Skills

Service desk leadership

Customer-focused communication

Attention to detail

Integrity

Education

A Level standard or equivalent

Tools

ServiceNow

Job description

Overview

Our client is seeking an ICT Service Desk Manager to lead a team of six 1st Line Engineers, ensuring the delivery of high-quality, customer-focused IT support services across the organisation. This role oversees daily Service Desk operations, manages performance, and drives continuous improvement, with a strong emphasis on the effective use of ServiceNow for incident, request, and change management.

Responsibilities

• Manage daily operations such as ticket triage, workload distribution, and shift planning.
• Act as the escalation point for complex incidents.
• Monitor service desk performance, champion a customer-first approach, and ensure compliance with ITIL-aligned processes, security standards, and audit requirements.
• Collaborate with Infrastructure, Field Support, and Applications teams to deliver seamless service and maintain effective communication with stakeholders across the business.
• Maximise the value of ServiceNow through workflow improvements, reporting, and automation; promote knowledge sharing, self-service adoption, and the development of support documentation.

Qualifications and Skills

• Education at A Level standard or equivalent.
• At least three years of experience in a service desk leadership capacity.
• Strong communication skills, attention to detail, accountability, and the ability to align service delivery with business goals.
• Integrity and a commitment to continual improvement.

About InterQuest Group

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.