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Service Desk Manager / Service Delivery Manager

  • Location


  • Sector:

    IT Service Desk

  • Job type:


  • Salary:

    £43,000 - £45,000/annum + training + bens + WFH

  • Contact:

    Keith Wilkins

  • Contact email:

  • Contact phone:

    01795 555971

  • Job ref:


  • Published:

    21 days ago

  • Expiry date:


​I am really excited to be recruiting for this growing, award-winning retail technology company as they have asked me to find a Service Desk Manager who has out of this world people development and mentoring skills.  Would you like to apply your skills to directly manage, coach and develop four Service Delivery leads and be indirectly responsible for a larger team of service desk staff?

Knowing the people shape the future of any business, my client is looking for an experienced service desk / service delivery professional to shape the teams to deliver continued success.  The is a true opportunity to influence success and delivery by shaping people.

This role is a hybrid role: working from the central Nottingham HQ and remotely from home two days a week.

Key responsibilities:

  • Manage the daily operations of the 60+ strong service desk and ensuring constant development and improvement

  • Manage and develop the Service Delivery Leads reports

  • Be responsible for resource models and operational plans such as training, recruiting, SLAs and customer requirements

  • Build and maintain relationships with 3rd party suppliers and partners

  • Act as a point of escalation, monitoring response rates and the progression of all services, effectively managing any escalated issues. 

  • Represent the service desk where required. 

Required skills/experience:

  • Previous supervisory experience within a service desk environment with a focus on customer service

  • The ability to lead and influence others?

  • An understanding of training needs within advanced customer service, ITIL methodology and service delivery practices including incident and escalation management

  • Lead a team via modelling and leadership?

  • Confidence and adept communication skills, with the ability to persuade, influence and quickly establish effective working relationships?

This is an amazing opportunity for a service desk leader to coach and support a team whilst ensuring exceptional service levels are met and maintained. If you are an experienced service delivery professional who is looking to work in a collaborative and fast moving environment, then we would love to hear from you.  To find out more about this position, please contact Keith Wilkins or send your CV for review.

Please note that every application received is personally reviewed by our specialist team and it 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.

Avocet Strategic Resourcing is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.