Service Desk Manager: Lead ITSM & Customer Experience

Southern Water; Worthing; Hybrid; GBP 50,000 - 61,000; Full time

Job summary

Southern Water is seeking a Service Desk Manager to lead the day-to-day operation of the Service Desk in Durrington, Worthing, with hybrid working (minimum 2 days in the office). You will oversee 2 Team Leaders and 10 Analysts, ensuring high-quality incident handling and effective queue management for over 4000 users.

You will drive service improvement, partner with IT teams and stakeholders, and ensure compliance with security and data protection.

Qualifications

• ITIL Foundation qualified, ITIL 4/5 preferred.
• Experience with automation/automating systems.
• Strong leadership and coaching abilities.

Responsibilities

• Oversee day-to-day operation of the Service Desk and incident handling.
• Manage queue, ticket progression, and workload distribution.
• Ensure tickets are logged, prioritized, updated and resolved to standards.
• Monitor service performance and address backlogs and incidents.
• Coordinate rota coverage and shift patterns with Team Leaders.
• Provide timely, professional first-line support.
• Contribute to incident lifecycle, QA and CSAT improvements.
• Ensure readiness for new or changed services and training.

Skills

Leadership

Customer service

ITIL

Incident Management

Queue management

Communication

On-call readiness

Education

ITIL Foundation

Tools

ServiceNow

Job description

Southern Water is seeking a Service Desk Manager to lead the day-to-day operation of the Service Desk in Durrington, Worthing, with hybrid working (minimum 2 days in the office). You will oversee 2 Team Leaders and 10 Analysts, ensuring high-quality incident handling and effective queue management for over 4000 users.

You will drive service improvement, partner with IT teams and stakeholders, and ensure compliance with security and data protection.