IT Service Desk Manager

  • Location


  • Sector:

    IT Service Delivery Recruitment

  • Job type:


  • Salary:

    £340-£360 per day

  • Contact:

    Keith Wilkins

  • Contact email:


  • Job ref:


  • Published:

    19 days ago

  • Duration:

    3 months

  • Expiry date:


  • Startdate:


My client is offering an initial 3 month contract for an experienced IT Service Desk Manager to help refine the current service desk environment and is a very strong people manager.

The Service portfolio covers IT service management, internet and internal network services including data centre hosting, client account management and consultancy, applications, systems and end user device support.

The role calls for an experience IT Service Desk manager, with a good technical background combined with solid customer service experience. You will need a problem-solving attitude and strong motivational skills

Scope of the role:

  • Lead the day to day operation of the IT service desk, which provides the single point of contact for the whole environment dealing with all IT incidents, requests, inquiries and the rectification of underlying problems.
  • Create, implement and manage the SLAs, standards and procedures
  • Team development
  • Take responsibility for the IT Service Desk budget

Key Objectives

To deliver an effective IT Service Desk in line with ITIL standards and the needs of the business, providing advice and guidance, ensuring resolution within agreed timescales and that customers are appraised of progress.

You will be:

  • Committed to delivering exceptional customer service
  • An inspirational leader committed to team success
  • Innovative and creative individual, who is able to bring fresh new ideas to set us apart from others
  • An excellent communicator with good written and interpersonal skills to develop relationships with people at all levels
  • Consistent, supportive, proactive and flexible in the way you deliver
  • Positive, and energetic and take pride in your and our success
  • Responsible and accountable for delivery of your personal tasks and outcomes

Required experience:

  • Proven track record of IT Service Desk Management
  • Experience of configuring and operating  ITSM tools
  • Launching or re-launching the Service Desk as part of transformation
  • Managed implementations and upgrades in a service delivery environment
  • Managing an ITIL based Service Desk, implementing and following best practice
  • Management of IT analysts and engineers (1st/2nd line)
  • Managing, developing, motivating and mentoring staff
  • Managing complex stakeholder relationships
  • Development and maintenance of effective customer and business relationships, and delivering service improvements
  • Service budget management


  • ITIL Certified (desirable)
  • Customer-service oriented with a problem-solving attitude
  • Development and maintenance of effective customer and business relationships, and delivering service improvements
  • Diligent and highly organised
  • Familiar with IT systems, tools and platforms and can learn
  • Continuous improvement
  • Team management and development
  • Strong leadership and resource management skills
  • Negotiation and influencing

This is an initial 3 month interim contract and also offers the opportunity for future permanent employment.  For further information and an initial discussion please call Keith Wilkins today or send your CV for review. 

Avocet Strategic Resourcing is acting as an employment agency in regard to this role. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.  Applicants must be eligible to live and work in the UK to apply for this role