Service Desk Manager
Confirmed on the employer's own hiring board on Nov 5, 2026. First seen by Alion on Nov 2, 2026. Rank Group scores B on the Alion truth index.
Job Purpose:Ready to lead a 24/7 Service Desk where great service and continuous improvement go hand in hand?
We’re looking for an experienced Service Desk Manager to take ownership of our day-to-day Service Desk operation, leading the team, improving performance and ensuring our customers receive consistently great support.
What you’ll be doing
Lead the daily operation of a 24/7 Service Desk, including rotas, coverage and workload.
Drive performance across SLAs, ticket quality, call handling and backlog management.
Coach and develop the team, creating a high-performance, customer-first culture.
Act as the key escalation point when service issues arise.
Use dashboards and data to identify trends and improve performance.
Drive automation and continuous improvement across the Service Desk.
Ensure activity is accurately captured and reported through ServiceNow.
What we’re looking for
Proven experience leading a Service Desk, IT Support or Technical Support team.
Strong understanding of IT service management, incidents, requests, SLAs and escalations.
Experience managing teams and rotas within a 24/7 environment.
Confident using ITSM tools, reporting and performance data.
A strong people leader who is calm under pressure, organised and customer-focused.
Why join us?
This is your chance to do more than manage tickets. You’ll shape how the Service Desk operates, develop the team and find smarter ways to deliver a faster, better service.
Sound like you? We’d love to hear from you.