IT Service Desk Manager

Infrastructure Manager

Ref: 784Wednesday 24 February 2021

IT Service Desk Manager


New opportunity for an IT Service Desk Manager who will support  Business Units / Functions across the globe, our successful candidate will play a key lead role in managing and advancing the service and support of end-user service requests and IT issues. This role has responsibility for running, planning, evaluating and improving the IT Service Desk capabilities which are hosted on ServiceNow and requires an experienced customer and operational-focused leader, strong managerial skills and a deep commitment to end-user satisfaction.


The successful candidate will be responsible for managing a team of 8 and in addition manage a range of external service partners providing hardware and software products and licenses. Whilst the role will be based in Edinburgh, the selected candidate will work closely with all areas of IT and with geographically dispersed business colleagues.


  • Management of the IT Service Desk activities and Service Desk team
  • Efficient and timely management of service incidents through to a successful and timely resolution, including leading major incident recovery
  • Escalation where appropriate for major / sensitive incidents and ensuring appropriate resource allocation
  • Establishing Service Desk performance through metrics, stakeholder engagement and transactional feedback; developing action plans to address areas needing improvement
  • Continuous improvement of the incident and request management processes and the integration of these processes with other IT processes, such as problem management
  • Building and maintaining relationships with all IT functions to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
  • Manage procurement and distribution of end user hardware (mobile devices and telephones) and software
  • Advancement of the use of a knowledge repository to share information among all levels of IT service and support
  • Membership of the change, release, asset and problem management teams with responsibility for increased call avoidance, improved asset use and decreased end-user downtime
  • Leveraging service desk best practices and process frameworks, such as ITIL, to drive continual improvement
  • Promotion of self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
  • Establishing currency with industry trends in service desk operations, management, technologies, sourcing, procedures and other external changes that could have an impact on service desk services
  • Communicate effectively with technical, business, operations and support audiences and use specialist knowledge to engage them appropriately
  • Recruiting, selecting, orienting, training, assigning and coaching employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
  • Willingness and ability to travel within the UK and internationally, as required



  • Significant experience managing a busy IT Service Desk with an international internal customer base
  • People management and development experience
  • Educated to degree level or equivalent in an Engineering or Computer Science discipline
  • Intimate knowledge of IT service desk tools and best practices
  • Strong communication and reporting skills with a compulsive customer service orientation
  • Excellent relationship management and interpersonal skills
  • Proven troubleshooting and problem-solving skills
  • Knowledge of ITIL-based processes (relevant certification preferred)
  • IT asset and license management
  • Excellent team player with first-rate written and verbal communication skills and the ability to form good working relationships with people at all levels both internally and externally
  • Needs to be responsive and accountable with a strong sense of personal ownership
  • A self-starter and able to be effective with minimal supervision
  • Flexible and able to work on multiple simultaneous initiatives