Service Desk Manager — Hybrid IT Operations Lead

Manchester Digital; Manchester; On-site; GBP 65,000 - 90,000; Full time

Job summary

Ofgem is seeking an experienced Service Desk Manager to lead a high-performing IT service desk across the organisation. The role focuses on delivering first- and second-line support, aligning services to business needs, and driving continual service improvements in a fast-paced environment.

You will manage a team, embed ITIL practices, monitor KPIs, and collaborate with internal stakeholders and external suppliers. A strong emphasis on service excellence and hybrid/onsite delivery is required.

Qualifications

• Proven experience leading an enterprise-wide IT service desk operations.
• Strong leadership capability with a track record of high performance.
• Experience managing service performance against SLAs and KPIs.
• Sound understanding of ITIL frameworks and service management best practice.
• Ability to analyse data and identify opportunities to improve service delivery.
• Willingness to obtain ITIL v4 Foundation within 6 months of role start.

Responsibilities

• Leading the delivery of Service Desk operations across sites, ensuring effective first- and second-line support.
• Managing and developing a team of Service Desk analysts, fostering an inclusive, high-performing culture.
• Monitoring and improving service performance against SLAs and KPIs.
• Embedding ITIL best practice across Incident, Request and Problem Management.
• Using service data and feedback to drive continual service improvement.
• Overseeing rota planning and resource scheduling to support hybrid and on-site working requirements.
• Maintaining knowledge bases and documented processes for consistent delivery.
• Providing technical advice to project teams on service readiness and ongoing support.
• Building strong relationships with internal stakeholders and external suppliers.
• Supporting integration of IT and estates services, including sustainability initiatives.
• Managing supplier performance in line with service expectations.

Skills

IT service desk leadership

ITIL processes

Stakeholder engagement

Service delivery management

Data analysis

Supplier management

Education

ITIL v4 Foundation

Job description

Ofgem is seeking an experienced Service Desk Manager to lead a high-performing IT service desk across the organisation. The role focuses on delivering first- and second-line support, aligning services to business needs, and driving continual service improvements in a fast-paced environment.

You will manage a team, embed ITIL practices, monitor KPIs, and collaborate with internal stakeholders and external suppliers. A strong emphasis on service excellence and hybrid/onsite delivery is required.