Head of IT Service Desk

Head of IT Service Desk

About the Role

We are seeking an experienced and driven Head of Service Desk to lead and transform our IT support function. This is a key leadership role responsible for delivering high-quality service desk operations, driving continuous improvement, and ensuring an exceptional user experience across the organisation.

Outside IR35

Hybrid working

Key Responsibilities

Lead, mentor, and develop the Service Desk team to deliver outstanding support services

Own and evolve Service Desk strategy, aligning with wider IT and business objectives

Drive process improvement initiatives to enhance efficiency, service quality, and customer satisfaction

Ensure adherence to ITIL best practices, including Incident, Problem, Change, and Service Request Management

Monitor and report on KPIs, SLAs, and performance metrics, taking proactive steps to improve outcomes

Collaborate with internal stakeholders to identify service gaps and implement effective solutions

Manage escalations and ensure timely resolution of complex issues

Champion a culture of continuous improvement and operational excellence

Key Requirements

Proven experience in a senior Service Desk or IT Support leadership role

Strong working knowledge of ITIL framework (certification required)

Demonstrable experience in improving processes, workflows, and service delivery models

Excellent leadership and team development skills

Strong stakeholder management and communication abilities

Data-driven approach to decision-making and performance improvement

Experience with service management tools and reporting platforms

Desirable Skills & Experience

ITIL Intermediate or Expert certification

Experience in large or complex organisational environments

Knowledge of automation and self-service solutions

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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