Service Desk Manager - 12 month FTC

BRE Ltd; Liverpool; On-site; GBP 40,000 - 60,000; Full time

Job summary

A reputable technology firm in England is seeking an experienced Service Desk Manager to lead their IT service desk operations. In this hands-on leadership role, you will manage day-to-day service delivery while ensuring service quality aligns with ITIL best practices. Responsibilities include leading the Service Desk team, handling incidents, and driving improvements. Ideal candidates will have experience in IT service management and strong communication skills. Competitive salary and career development opportunities are offered.

Benefits

Competitive salary

Pension scheme with employer-matched contribution

Health cashback scheme

Onsite facilities including restaurant and nursery

Qualifications

• Proven experience managing an IT Service Desk or similar support function.
• Strong knowledge of ITIL frameworks and service management best practices.
• Ability to manage performance against SLAs and KPIs.

Responsibilities

• Manage day-to-day operation of the IT Service Desk.
• Lead and coordinate the Service Desk team against SLAs and KPIs.
• Ensure effective handling of incidents and service requests.

Skills

ITIL frameworks

Incident management

Performance reporting

Communication skills

Endpoint management tools

Tools

SCCM

Intune

Job description

At BRE, we’re looking for an experienced and driven Service Desk Manager to take ownership of our IT service desk, delivering outstanding support while continuously improving how technology empowers our people. This hands‑on leadership role combines strategic thinking, people management, and operational excellence to ensure a seamless IT experience across the organisation.

Responsibilities

• Manage the day‑to‑day operation of the IT Service Desk, ensuring effective handling of incidents and service requests.
• Lead and coordinate the Service Desk team, allocating workload and monitoring performance against SLAs and KPIs.
• Act as an escalation point for complex or high‑impact technical issues.
• Oversee incident and request management processes, including root cause analysis and lessons learned.
• Ensure IT service delivery aligns with ITIL best practice and organisational policies.
• Drive continuous improvement of service desk processes, tools, and knowledge management.
• Maintain a strong focus on service quality, user satisfaction, and stakeholder communication.
• Produce and review performance reports, ticket trends, and service metrics to support decision‑making.
• On‑Site – Must be available full‑time at our Watford office and live within a commutable distance.

Qualifications

• Proven experience managing or leading an IT Service Desk or similar IT support function.
• Strong working knowledge of ITIL frameworks and service management best practice.
• Experience overseeing incident and request management processes, including escalations and root‑cause analysis.
• Ability to manage service performance against SLAs and KPIs, using data and reporting to drive improvement.
• Experience producing clear, accurate performance reports and service insights for stakeholders.
• Working knowledge of endpoint and device management tools (e.g., SCCM, Intune).
• Strong operational focus with the ability to balance day‑to‑day service delivery and continuous improvement.
• Experience contributing to knowledge management, documentation, and process development.
• Effective communication skills to engage with technical teams and non‑technical stakeholders.

Benefits

• Competitive salary, reviewed annually.
• Financial & Security Benefits – Pension scheme with 5% employer‑matched contribution; Life assurance at 4× your basic salary; Enhanced maternity package.
• Health & Wellbeing – HealthPartners cashback scheme to reclaim costs on prescriptions, physiotherapy, dental care, and more; Onsite facilities including restaurant, nursery, free parking and at‑cost EV charging points.
• Career Development – Free access to BRE Academy and our online learning platform; Professional membership reimbursement.