Service Desk Manager: Lead, Automate & Elevate IT Support

DataVita Limited

Glasgow

On-site

GBP 60,000 - 75,000

Full time

3 days ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

33 days annual leave

Life assurance

Income protection

Remote GP

Cycle to Work

EV car salary sacrifice

Company events

Charity donation option

Job summary

DataVita Limited is seeking a Service Desk Manager to lead and mature our support team across IaaS, BaaS, DRaaS and Network services in Scotland. You will build a clear development path from 1st to 3rd line, act as escalation point, and own incident management while partnering with other teams to ensure smooth transitions and superior service delivery.

You will apply ITIL principles, drive efficiency with automation and AI, and develop the team to be self-sufficient, reducing dependency on

Qualifications

Proven experience leading a Service Desk or IT support function.
Transitioned from an experienced support engineer into a management role.
Strong hands-on technical grounding across networking, storage and backup/DR.
Excellent communication and stakeholder management skills; ITIL principles applied operationally.

Responsibilities

Build a structured development pathway (1st - 2nd - 3rd line) with coaching and progression.
Act as escalation point, challenging diagnoses to move issues to resolution.
Duty manager for major incidents and serious customer escalations.
Embed incident, request, problem, change and knowledge management into daily operations.
Represent operational support with technical, project, and service delivery teams for smooth transitions.
Drive performance management, identify root causes, and implement improvements.
Standardise documentation and work-notes to reduce escalations and speed up training.
Reduce manual admin with tooling, workflows, and AI automation.