Service Desk Manager - Government

Hamilton Barnes Associates Limited; England; On-site; GBP 55,000; Full time

Job summary

A forward-thinking organization is seeking a passionate Service Desk Manager to lead a growing team of engineers, delivering exceptional IT support services. This role offers the chance to make a significant impact in the community while benefiting from career development and proximity to vibrant cities. Candidates should have strong management skills, a solid technical background in IT support, and eligibility for UK security clearance.

Benefits

Opportunity to lead a talented team

Flexibility once Service Desk is at peak performance

Qualifications

• Proven experience in managing and leading a team.
• Excellent people management and communication skills.
• Solid technical understanding of 1st and 2nd line support in Windows environments.

Responsibilities

• Lead and manage the Service Desk team.
• Handle escalations and partner with third-party support.
• Define, track, and report on SLA’s & KPI’s.

Skills

Management

Communication

Technical Support

Job description

Are you looking for an exciting new opportunity? Join a modern and forward-thinking organization that values initiative, fresh perspectives, and diversity. Dedicated to preventing and reducing crime, supporting colleagues, and protecting the vulnerable, this role requires passion and commitment and offers the opportunity to be part of an exceptional team making a real impact. With strong community support—over 70% of locals recognizing the work as good or excellent—this role offers a unique opportunity to make a difference. Proximity to vibrant cities such as Bristol, Bath, Birmingham, Cardiff, and Gloucester adds to the appeal, but the real highlight is the diversity of experiences and career development on offer.

The organization is seeking for a skilled Service Desk Manager to lead the growing team of engineers and deliver exceptional IT support services. If you would like to learn more about this opportunity, feel free to reach out and apply today!

Key Responsibilities:

• Lead and manage the Service Desk team, providing mentorship and fostering a collaborative work environment.
• Handle escalations and partner with third-party support technicians to resolve complex issues.
• Define, track, and report on SLA’s & KPI’s, providing valuable insights to the wider business.
• Oversee technical support operations, primarily focused on 1st and 2nd line support for Windows environments.

Must-Have Skills and Experience:

• Proven experience in managing and leading a team, with excellent people management and communication skills.
• Strong background in defining and reporting SLA’s & KPI’s to track performance and drive improvements.
• Solid technical understanding of 1st and 2nd line support in Windows environments.
• Eligibility for UK security clearance.

Nice-to-Have Skills:

• Hands-on technical support skills with the ability to directly resolve escalations when required.

Benefits:

• The opportunity to lead and grow a talented team within a supportive and dynamic environment.

• Flexibility once the Service Desk is running at peak performance.

Salary:

• A competitive salary of £55,000 per annum.