Service Desk Manager

Service Desk Manager

London

£500-£600 per day (outside IR35)

A leading organisation within the rail and transport sector is seeking an experienced Service Desk Manager to lead its IT support function across a multi-site operational environment.

This role will be responsible for ensuring the delivery of a high-quality support service, managing service desk performance, driving continuous improvement and acting as the key escalation point for service-related issues.

Key Responsibilities

• Lead and develop the Service Desk team, promoting a customer-focused culture


• Manage service desk performance, workloads, KPIs and service levels


• Act as the escalation point for major incidents and service issues


• Drive improvements across incident, request and problem management processes


• Produce regular service reporting and performance metrics for stakeholders


• Coordinate support activities across operational sites and corporate functions


• Manage relationships with third-party suppliers and support partners


• Ensure service documentation, knowledge articles and operational procedures remain current

Experience Required

• Proven experience managing an IT Service Desk within a complex, multi-site environment


• Strong leadership and people management skills


• Experience managing service performance, SLAs and operational reporting


• Excellent stakeholder engagement and communication skills


• Strong understanding of IT service management best practices


• Experience working with service management tools and supplier-led environments


• Ideally have experience within rail, transport, infrastructure or other operationally critical industries


• Exposure to service transition, operational change or technology improvement initiatives

This is an excellent opportunity to join a large-scale transport organisation and play a key role in delivering reliable technology support services across a critical operational environment.

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