IT Service Desk Manager

IT Service Desk Manager

The IT Service Desk Manager is responsible for the end-to-end operation of the IT Service Desk, providing high‑quality, consistent support to both Procentia staff and Procentia’s clients, including the infrastructure and services delivered on their behalf. The role has accountability for the delivery, performance, and continuous improvement of client‑facing IT support services, ensuring that incidents, service requests, and problems impacting client environments are managed effectively, in line with agreed service levels, contractual obligations, and operational best practice.

Alongside client service delivery, the role ensures that internal IT support services enable staff to work effectively and securely, maintaining service quality, responsiveness, and appropriate prioritisation across all users of the service desk.

• Service Desk Operations
• Lead and manage the day‑to‑day operation of the IT Service Desk, ensuring high‑quality support for clients and internal users.
• Ensure incidents, service requests, and problems are logged, prioritised, and resolved effectively using Zendesk.

• Own the release management backlog, ensuring all release activity is planned, prioritised, tracked, and delivered.

• Line manage and develop service desk and release‑focused staff, providing clear direction, coaching, and performance management.

• Strong leadership capability with experience managing operational IT teams.
• Leadership‑leaning approach with sufficient hands‑on credibility to support the team during critical incidents or releases.
• Strong analytical and problem‑solving skills, with a focus on finding efficient and effective solutions to IT issues.
• Client‑focused mindset with experience supporting live, client‑critical environments.

• ITIL Foundation or above.
• Experience working with Microsoft Azure, including Azure‑native components.
• Familiarity with Microsoft SQL Server and IIS.
• Experience using Zendesk for service management.
• Experience working with Azure Dev Ops (ADO) to track development and release activity.

• 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
• Buying and Selling holiday (up to 1 week)
• Volunteer day
• 5% Employer contribution pension
• Life Assurance
• Private Medical Insurance
• Employee Assistance Programme (EAP)
• Health care cash plan
• Tusker – Electric Car Leasing scheme

We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway.

You could be a great fit for this role or another opportunity within our team.