{"id":3904521,"url":"https://alion.io/job/lrqa-service-desk-manager","title":"Service Desk Manager","company":{"id":1756963,"name":"LRQA","domain":"lrqa.com","url":"https://alion.io/company/lrqa-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Birmingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"Agile","optional":true},{"name":"AWS","optional":true},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-11-07T02:01:00Z","employer_posted_date":"2026-11-07","last_verified_at":"2026-11-08T05:13:48Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Role purpose:\n\nLead the global Service Desk function, ensuring the delivery of high-quality IT support services to LRQA employees worldwide.\nManage and develop a team of Service Desk Team Leads and Service Desk Analysts to achieve operational excellence.\nAct as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.\nContinuously improve processes, tools, and service levels to align with industry best practices and organizational goals.\nFoster a culture of service excellence, collaboration, and continuous learning within the team.\n\nKey Responsibilities:\n\nTeam Leadership and Management:\nOversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.\nLine manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development. \nConduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.\nService Delivery and Continuous Improvement:\nMonitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.\nIdentify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.\nImplement and maintain ITIL best practices for the delivery of Service Desk function.\nIncident Management and Escalation:\nAct as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.\nCollaborate with the ITSM team to support business users with incident and service requests.\nCollaborate with other IT functions to identify root causes and prevent recurrence of critical issues.\nProviding OOH Major Incidnet Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible. \nCollaboration and Stakeholder Engagement:\nBuild strong relationships with key stakeholders across LRQA to ensure the Service Desk aligns with business needs.\nPartner with other IT teams (e.g., ITSM, Cyber Security, Infrastructure) to provide seamless support and drive alignment on cross-functional initiatives.\nReporting and Communication:\nProvide regular reporting on service desk performance, highlighting trends and recommending actionable improvements.\nContribute to monthly service reports and present updates in monthly service review meetings.\nCommunicate effectively with both technical and non-technical audiences, ensuring clear updates on issues and resolutions.\nTechnology and Tools Management:\nManage the Service Desk’s tools and platforms, such as ticketing systems and knowledge bases, to optimise support and self-service capabilities.\nEvaluate and recommend new technologies to enhance the efficiency and effectiveness of the Service Desk.\n\nTechnical/Professional Qualifications/Requirements:\n\nEducation and Experience:\nAt least 5 years' experience in a similar role managing a global or regional Service Desk function.\nStrong leadership experience, including managing teams with multiple reporting lines.\nBackground in IT service delivery within a medium to large enterprise environment.\nTechnical Expertise:\nIn-depth knowledge of ITIL frameworks, with a preference for ITIL 4.\nFamiliarity with Halo ITSM, or other enterprise-grade ITSM tools.\nUnderstanding of IT infrastructure and technologies, including Windows, Active Directory, networking, and cloud-based solutions.\nSkills and Competencies:\nExceptional interpersonal and communication skills, able to engage effectively with stakeholders at all levels.\nStrong analytical and problem-solving skills, with a focus on root cause analysis and preventive measures.\nAbility to manage competing priorities and work effectively under pressure.\nCommitment to fostering a customer-centric culture within the Service Desk team.\nDesirable:\nExperience in managing global teams and working across multiple time zones.\nKnowledge of agile & DevOps methodologies and their application to IT operations.\nRelevant certifications, such as Microsoft, Cisco, or cloud platforms (Azure, AWS).\n\nBehavioural Competencies (BCs)\n\nTakes responsibility for delivering customer needs (G3)Listens and asks questions to gain an understanding of customer needs and expectations\nEnsures that colleagues are aware of customer needs and understand how their role impacts the customer \nAnticipates customer needs, actively seeking feedback to improve satisfaction\nTakes responsibility for resolving problems within the scope of his/her experience o Balances customer needs with safety, operational and commercial constraints\n\nA key player in building and maintaining a positive team culture (G4)Sets a personal example through actively creating a positive, inclusive and safe working environment \nRecognises and capitalises on team diversity to achieve the best possible results \nFosters relationships across functional and geographic boundaries to share technical expertise and best practice \nProactively addresses cross-functional conflicts to find win-win solutions \nCredits individual contributions and celebrates team accomplishments\n\nDemonstrates a range of influencing techniques for positive impact (G4)Communicates functional/team vision, plans and decisions in a way that engages team members, gaining buy-in and support\nSells ideas by linking benefits to needs, i.e. ‘what’s in it for them’, identifying key stakeholders, and building strategies to influence them \nIdentifies and uses the tone, method, channel and content that will have the greatest impact, adapting style and delivery to suit audience\nNegotiates confidently in difficult situations, maintaining good relationships, and actively applying LRQA values \nCommunicates credibly in all situations, and is aware of personal impact\n\nTakes a commercial view when making decisions and taking action (G3)Demonstrates an understanding of how key decisions and strategies affect the top and bottom line\nConsiders cost implications and benefits of actions and decisions with awareness of budget \nBalances time, cost and quality variables without compromising on health and safety \nUses resources effectively and identifies appropriate alternatives /efficiencies\nInitiates improvements to cut costs, improve efficiencies or seize opportunities\n\nSolves complex problems (G4)Uses a range of tools and techniques to break down complex issues and evaluate potential solutions \nThinks inclusively, innovatively and commercially in generating a wide range of solutions and best courses of action o Makes sound decisions in the face of ambiguity \nShows integrity and accountability for outcomes for decisions made, communicating lessons learned \nCoaches and empowers others to reach own decisions and solutions, without micro-managing\n\nPlans and prioritises workload to ensure goals/targets are achieved (G3)Is well-organised, using structured plans, prioritising and managing time effectively to meet deadlines and targets \nBalances a range of conflicting priorities and tasks to determine the best way forward \nHolds regular team reviews to track goals, giving clear feedback to drive performance and address issues \nIdentifies barriers to achievement and actively seeks to minimise them \nDemonstrates a high level of drive, enthusiasm and a positive attitude to work, remaining calm under pressure\n\nWho are LRQA?\nLRQA is a leading global assurance partner, combining deep industry expertise with innovative solutions to help organizations manage risk, improve performance, and drive sustainable growth.\nOperating in over 50 countries with a team of 2,500+ professionals, we support more than 60,000 clients worldwide through assurance, certification, cybersecurity, inspection, and training services. Our purpose is simple: to help businesses build a safer, more secure, and more sustainable future.\nWhat We Offer:\nJoin a global team where your expertise is valued and your development is supported. We offer a collaborative work environment, opportunities for professional growth, flexible working arrangements where applicable, a competitive salary aligned with the market, and a comprehensive benefits package.\nPre-Employment Checks\nIf you are successful in securing a role with us, we may carry out pre-employment checks, as permitted by local law, including verification of identity, right to work, employment history, education, and criminal records where applicable.\nThese checks are conducted by our trusted screening partner, Cfirst, in compliance with applicable data protection laws. Any personal data collected will be used solely for recruitment purposes, stored securely, and retained only as required.\nFor questions about the screening process, contact  , For queries regarding your personal data, contact ","description_format":"text","description_chars":8781,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Food Safety","Testing, Inspection & Certification"],"lifecycle":[{"event":"open","at":"2026-11-07T02:22:26Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":20,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/lrqa-service-desk-manager","json_url":"https://alion.io/job/lrqa-service-desk-manager.json","meta":{"generated_at":"2026-11-08T15:19:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32380,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1756963},"rest":"https://alion.io/mcp/rest/get_company?id=1756963"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flrqa-service-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flrqa-service-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flrqa-service-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lrqa-service-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flrqa-service-desk-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3904521}},{"tool":"search_jobs","arguments":{"company":"lrqa.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3904521},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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