IT Service Desk Manager

At FRP, we are a leading national business advisory firm based in the UK. With over 900 team members, including more than 100 partners, we specialise in Corporate Finance, Debt Advisory, Forensic Services, Financial Advisory, Restructuring Advisory and Real Estate Advisory. Operating from 35 offices across the UK, Isle of Man and Cyprus, we are dedicated to helping clients navigate complex and difficult situations to create, preserve, and recover value.Our approach is known for being honest, clear, and considered. We provide strategic solutions that cater to a broad range of businesses, from multinational organisations to small enterprises. Our commitment is to deliver expert advice and support, ensuring our clients can make informed decisions and achieve their goals.

Job Purpose:

The IT Service Desk Manager is responsible for leading and managing the IT service desk team to ensure efficient and effective delivery of IT support services across the organization. This role ensures high levels of customer satisfaction, timely resolution of incidents and requests, and continuous improvement of service desk operations.

Key Responsibilities:

Team Leadership & Management

• Lead, mentor, and develop a team of service desk analysts and technicians.
• Conduct regular performance reviews and provide coaching and training.
• Manage staffing levels, shift patterns, and resource allocation.

Service Delivery

• Ensure timely and effective resolution of IT incidents, service requests, and queries.
• Monitor service desk performance against SLAs and KPIs.
• Implement and maintain ITIL-based processes and procedures.

Customer Experience

• Promote a customer-focused culture within the service desk team.
• Handle escalations and ensure high levels of user satisfaction.
• Communicate effectively with stakeholders at all levels.

Process Improvement

• Identify opportunities to improve service desk efficiency and effectiveness.
• Lead initiatives to automate and streamline support processes.
• Maintain documentation and knowledge base articles.

Technology & Tools

• Oversee the configuration and optimization of service desk tools (e.g., ticketing systems).
• Collaborate with other IT teams to ensure seamless support and service integration.
• Stay current with emerging technologies and trends in IT support.

Key Skills

• Leadership & team management
• Incident & request management
• SLA/KPI monitoring and reporting
• Customer service excellence
• Technical troubleshooting
• Process improvement
• Communication & stakeholder engagement

Qualifications & Experience:

• Proven experience managing an IT service desk or support team.
• Strong understanding of ITIL principles and service management frameworks.
• Experience with service desk tools (e.g., ServiceNow, Jira, Freshservice).
• Excellent communication, leadership, and problem-solving skills.
• IT-related certifications (e.g., ITIL Foundation, CompTIA, Microsoft) are desirable.