Service Desk Manager

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Who are LRQA?
LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We have grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection, and training.
While we're proud of our heritage, it's who we are today that really matters, because that is what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.
What do we do?
We help our clients negotiate a rapidly changing world by working with them to manage and mitigate the risks they face. We specialise in management systems compliance & expert advice across a broad spectrum of standards, schemes & business improvement services including customised training & assurance. In Inspection Services, we certify safety critical industrial equipment according to recognised codes, standards & regulations.

We also partner with companies to provide tailored, high-quality inspection services throughout their manufacturing supply chains, making sure equipment is built safely & to their requirements. Our award-winning Cyber Security Business Nettitude, helps clients manage their risks against a backdrop of new threats emerging every day; we focus on the threat in the cyber landscape and provide tailored solutions so that our clients can manage their risks effectively.

Our independence means we provide reliable, impartial, and informed advice. All of this helps us stand by the purpose that drives us every single day: shaping a better future together.
LRQA currently operates across 150 countries, has more than 6000 colleagues, generates £400m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.
The next chapter for LRQA
The future is exciting and rapidly changing. New challenges and opportunities are arising all the time. We are adapting to these challenges by expanding our portfolio of services and aiming to become the leading digitally enabled-assurance provider.
With solid expertise and heritage in our sector, coupled with well-timed accelerated investment and a leadership team that is fully committed to delivering our vision, LRQA's next chapter is set to be an exciting, transformational period of growth. We are well placed to build on everything we have done and further our ambitions for the future. At such an exciting time this is a great opportunity to be part of our next chapter.

We are looking for talented people who will support us to build on our strengths and transform our business to be the best partner for our clients.

• Lead the global Service Desk function, ensuring the delivery of high-quality IT support services to LRQA employees worldwide.
• Manage and develop a team of Service Desk Team Leads and Service Desk Analysts to achieve operational excellence.
• Act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.
• Continuously improve processes, tools, and service levels to align with industry best practices and organizational goals.
• Foster a culture of service excellence, collaboration, and continuous learning within the team.

Key Responsibilities:

Team Leadership and Management:

• Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.
• Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development.
• Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.

Service Delivery and Continuous Improvement:

• Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
• Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
• Implement and maintain ITIL best practices for the delivery of Service Desk function.

Incident Management and Escalation:

• Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
• Collaborate with the ITSM team to support business users with incident and service requests.
• Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.
• Providing OOH Major Incidnet Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible.

Collaboration and Stakeholder Engagement:

• Build strong relationships with key stakeholders across LRQA to ensure the Service Desk aligns with business needs.
• Partner with other IT teams (e.g., ITSM, Cyber Security, Infrastructure) to provide seamless support and drive alignment on cross-functional initiatives.

Reporting and Communication:

• Provide regular reporting on service desk performance, highlighting trends and…