Service Desk Manager (contract)

Computerworld Personnel Ltd; Bristol; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment consultancy is seeking a hands-on Service Desk Manager to lead a small IT support team in Cheltenham. This role involves managing service desk operations, improving service quality, and providing direct support when needed. Candidates should have strong background in managing IT support teams, experience with Windows and Microsoft 365, and familiarity with ITSM platforms. The contract offers a competitive day rate, and you'll work on-site with a focus on continuous improvement.

Qualifications

• Proven experience managing IT support teams across multiple sites.
• Strong hands-on skills with Windows 10/11 and Microsoft 365.
• Familiarity with ITSM platforms like ServiceNow or Jira.

Responsibilities

• Lead day-to-day operations of a small service desk team.
• Drive and improve service metrics and incident/request workflows.
• Provide 2nd-line support and manage cross-team escalations.

Tools

ITSM platform (e.g., ServiceNow, Jira, Zendesk, Ivanti)

Windows 10/11

Microsoft 365

Active Directory/Azure AD

Job description

Service Desk Manager (Contract) - Cheltenham - Day rate: up to £350/day - up to 3-months

We're hiring a hands‑on Service Desk Manager to lead a small, high‑performing IT support function across multiple sites. You'll balance people leadership with practical incident/request management, ensuring service quality and continuous improvement.

What you'll do as Service Desk Manager

• Lead and develop a small service desk team, owning day‑to‑day operations and escalations.
• Drive incident/request workflows, service metrics, and continuous improvement.
• Provide 2nd‑line support when needed and coordinate cross‑team escalations.
• Maintain asset/stock oversight and user lifecycle processes.
• Produce clear procedural documentation and keep knowledge current.
• Collaborate with senior stakeholders on service roadmap and change initiatives.

What you'll bring as Service Desk Manager

• Track record managing/leading IT support teams (SME or multi‑site).
• Strong hands‑on skills with Windows 10/11 and Microsoft 365.
• Experience with an ITSM platform (e.g., ServiceNow, Jira, Zendesk, Ivanti or similar).
• Familiarity with modern endpoint management, Active Directory/Azure AD, and virtual desktop/app delivery.
• Excellent communication, stakeholder management, and calm problem‑solving in a busy environment.

If you are interested in this role or looking for something similar, please contact Alex MacDermott.

Hunter Selection is a nationwide provider of recruitment services in ENGINEERING, MANUFACTURING, SERVICE & TECHNOLOGY.

Hunter Selection Limited is a recruitment consultancy with offices UK wide, specialising in permanent & contract roles within Engineering & Manufacturing, IT & Digital, Science & Technology and Service & Sales sectors.

Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.