Service Desk Manager

Service Desk Lead

Rate - £450 - £500 (A Day)

Duration - 12 Months (Initially)

Location - Uxbridge (On-site)

Ir35 - Inside (Must use an umbrella company)

We're looking for an experienced Service Desk Lead to join a well-established organisation on an initial 12-month contract. This is a fantastic opportunity for a customer-focused IT Service Management professional with strong leadership capabilities to drive operational excellence, service improvement initiatives, and stakeholder engagement across the business.

As Service Desk Lead, you will manage and develop the Service Desk function, ensuring the delivery of a high-quality support service while contributing to strategic planning, service performance, and continuous improvement.

Key Responsibilities

• Lead, mentor and develop the Service Desk team, fostering a collaborative and high-performing environment.
• Drive service improvement initiatives and ensure support services continue to meet evolving business requirements.
• Work closely with the Digital Customer Services Manager on long-term planning, resource management, budgeting and service development.
• Manage stakeholder relationships, proactively gathering feedback and ensuring excellent customer service delivery.
• Act as the operational lead during major incidents, coordinating resolution efforts and minimising business impact.
• Serve as the escalation point for complex Service Desk issues, ensuring prompt and effective resolution.
• Ensure agreed service levels are maintained across Service Desk operations, staffing and technology.
• Build effective relationships with internal teams, suppliers and external stakeholders.
• Oversee and facilitate service desk-related training across the organisation.
• Represent the Service Desk function in operational meetings, change boards and key organisational events.
• Deputise for the Digital Customer Services Manager when required.
• Act as a role model within the Digital Services function, promoting best practice and professional standards.

Required Experience & Skills

• Strong experience working within IT Service Management environments and service delivery functions.
• Previous experience leading or managing a Service Desk team.
• Proven background in customer-focused service delivery.
• Experience of managing and coordinating projects.
• Strong stakeholder management skills with the ability to build relationships at all levels.
• Experience of vendor management and procurement processes.
• Excellent organisational skills with the ability to manage competing priorities effectively.
• Strong problem-solving skills and experience managing major incidents.
• Understanding of Service Management frameworks and best practices.
• Knowledge of Health & Safety regulations and procedures.

Desirable Experience

• Experience working within a Higher Education environment.
• Experience contributing to service improvement and transformation initiatives.
• Familiarity with change management processes and governance boards.