Service Desk Manager (Information Technology)

Description:

Position

Service Desk Manager (Information Technology)

Location

County Hall, Chichester, PO19 1RQ

Start Date

ASAP

Contract Duration

01 September 2026 – 31 March 2027

Working Hours

37 hours per week, Monday to Friday, 09:00 – 17:00

Pay Rate

£33.26 per hour

Job Reference

(phone number removed)

Job Responsibilities

Manage the day-to-day operations of the IT Service Desk.

Lead and support the Service Desk team to deliver effective IT support.

Ensure service requests and incidents are handled within agreed service levels.

Monitor service performance and identify areas for improvement.

Maintain strong communication with internal teams, stakeholders, and service users.

Support the implementation of IT service improvements and processes.

Ensure accurate reporting and documentation of service desk activities.

Promote good customer service practices across IT support functions.

Person Specification

Must-Have Requirements

Proven experience managing or leading an IT Service Desk function.

Strong knowledge of IT service management processes.

Experience handling incidents, requests, and service performance reporting.

Ability to lead, motivate, and support a technical support team.

Excellent communication and stakeholder management skills.

Right to work in the UK.

Ability to provide three years of written references, with employment gaps verified.

Ability to complete required compliance checks and provide relevant documentation.

Nice-to-Have Requirements

Experience working within a public sector environment.

Knowledge of IT service improvement methodologies.

Experience working with service management frameworks such as ITIL