Service Desk Manager
In this role, you will report directly to the IT Director and take full responsibility for leading, developing, and motivating a team of 1st, 2nd, and 3rd line engineers. You’ll set clear expectations, provide coaching and mentorship, and create a culture of accountability and continuous improvement. A key part of your remit will be managing workloads, prioritising tasks effectively, and ensuring the team delivers an outstanding IT service across the organisation.
You’ll play a central role in shaping and embedding ITIL-based processes, ensuring best practice is applied consistently and that service standards continue to improve. You’ll also take ownership of performance management—conducting regular reviews, setting objectives, and supporting professional development to ensure the team grows in capability and confidence.
Beyond people leadership, you’ll oversee the organisation’s entire technical estate, spanning desktop services, remote access, mobile computing, telephony, and printing solutions. At a strategic level, you’ll identify infrastructure needs, assess risks, highlight policy or process gaps, and contribute to long-term IT planning alongside the IT Director.
This role requires excellent communication and interpersonal skills. You’ll frequently liaise with senior stakeholders, translating technical concepts into clear language and building strong, trusted relationships across the institution.
On the technical side, you’ll need a solid understanding of both Windows and Mac Environments, alongside experience in Office 365, Active Directory, networking protocol, Intune, MDM solutions and antivirus platforms. A strong working knowledge of ITIL processes is essential, ideally with proven experience embedding them successfully within a live IT service environment.