Service Desk Manager (Information Technology)

i-Jobs; Bosham; On-site; GBP 60,000 - 68,000; Full time

Job summary

i-Jobs in the UK is seeking a Service Desk Manager (Information Technology) to lead the IT Service Desk from County Hall, Chichester. The role is on-site, 37 hours per week, Monday to Friday, with an ASAP start and a contract running from 01 September to March 2027.

You will oversee day-to-day desk operations, drive service improvements, ensure incident resolution within SLAs, and report on performance while communicating with internal teams and stakeholders.

Qualifications

• Proven experience managing or leading an IT Service Desk.
• Strong knowledge of IT service management processes.
• Experience handling incidents, requests, and service performance reporting.
• Ability to lead, motivate, and support a technical support team.
• Excellent communication and stakeholder management skills.
• Right to work in the UK.
• Ability to provide three years of written references, with employment gaps verified.
• Ability to complete required compliance checks and provide relevant documentation.

Responsibilities

• Manage the day-to-day operations of the IT Service Desk.
• Lead and support the Service Desk team to deliver effective IT support.
• Ensure service requests and incidents are handled within agreed service levels.
• Monitor service performance and identify areas for improvement.
• Maintain strong communication with internal teams, stakeholders, and service users.
• Support the implementation of IT service improvements and processes.
• Ensure accurate reporting and documentation of service desk activities.
• Promote good customer service practices across IT support functions.

Skills

IT service management

Leadership

Communication

Stakeholder management

Tools

ITIL framework

Job description

Position
Service Desk Manager (Information Technology)

Location
County Hall, Chichester, PO19 1RQ

Start Date
ASAP

Contract Duration
01 September March 2027

Working Hours
37 hours per week, Monday to Friday, 09 00

Pay Rate
£33.26 per hour

Job Reference
(phone number removed)

Job Responsibilities

• Manage the day-to-day operations of the IT Service Desk.
• Lead and support the Service Desk team to deliver effective IT support.
• Ensure service requests and incidents are handled within agreed service levels.
• Monitor service performance and identify areas for improvement.
• Maintain strong communication with internal teams, stakeholders, and service users.
• Support the implementation of IT service improvements and processes.
• Ensure accurate reporting and documentation of service desk activities.
• Promote good customer service practices across IT support functions.

Person Specification Must-Have Requirements

• Proven experience managing or leading an IT Service Desk function.
• Strong knowledge of IT service management processes.
• Experience handling incidents, requests, and service performance reporting.
• Ability to lead, motivate, and support a technical support team.
• Excellent communication and stakeholder management skills.
• Right to work in the UK.
• Ability to provide three years of written references, with employment gaps verified.
• Ability to complete required compliance checks and provide relevant documentation.

Nice-to-Have Requirements

• Experience working within a public sector environment.
• Knowledge of IT service improvement methodologies.
• Experience working with service management frameworks such as ITIL.