Technology Service Desk Manager

Edinburgh, Scotland, United Kingdom Company: Bit recruit Client /

Employer:

Occupop

The Technology Service Desk Manager leads and manages the technology & end‑user support operations that enable Quorum Cyber's technology services. This role ensures that all technology infrastructure, systems and applications supporting our cybersecurity delivery teams, client services, and internal operations are maintained at the highest level of availability, security and performance.

• Lead and manage a team of technical support specialists providing tier 1 and tier 2 support for all Quorum Cyber staff and systems.
• Oversee daily operations of the service desk including ticket management, incident response and service request fulfilment.
• Establish and maintain service level agreements (SLAs) for technology support services aligned with business requirements.
• Implement and manage IT service management (ITSM) processes following ITIL best practices, enhanced with AI‑driven automation.
• Coordinate with external vendors and managed service providers to ensure seamless technology support delivery.
• Deploy and optimise AI‑powered chatbots and virtual assistants for first‑line support and common issue resolution.
• Implement intelligent ticket routing and escalation systems using machine‑learning algorithms.
• Leverage automation tools to eliminate repetitive tasks and improve service desk efficiency.
• Occasional travel to QC Offices to support service desk activities and business requirements.

• Recruit, train and develop a high‑performing technical support team with expertise in cybersecurity technologies.
• Provide technical mentoring and career development opportunities for team members.
• Establish team performance metrics and conduct regular performance reviews.
• Foster a culture of continuous learning and professional development within the team.
• Coordinate training programs to keep the team current with evolving cybersecurity technologies.

• Collaborate with senior leadership to develop service desk support roadmaps that support business growth and client service delivery.
• Evaluate and recommend new technologies and tools that enhance Quorum Cyber's service support capabilities.
• Manage Service Desk budgets and provide cost‑benefit analysis for ongoing investments.
• Lead Service Desk projects including system implementations, migrations and integrations.
• Develop and maintain Service Desk policies and procedures that support ITIL best practices.
• Champion the adoption of AI and automation technologies across all service lines to improve efficiency and service quality.
• Develop automation strategies that reduce manual effort and enable scalable service delivery.
• Implement AI‑powered analytics to provide insights into Service Desk performance and business impact.
• Create automated workflows that integrate with Quorum Cyber's technology service delivery processes.

• Provide escalation support for complex technical issues affecting client service delivery.
• Coordinate with client delivery teams to ensure technology requirements are understood and met.
• Manage technology aspects of staff onboarding and project setup processes.
• Maintain relationships with key technology vendors and service providers.
• Represent technology capabilities and constraints in client discussions and project planning.
• Implement AI‑powered service desk support tools that enhance service delivery speed and quality.
• Develop automated staff onboarding and project setup processes that reduce manual effort.
• Create intelligent reporting and analytics tools that provide senior management with real‑time insights into service desk performance.
• Leverage automation to standardise and accelerate service desk delivery processes.

• Minimum 5 years of experience managing IT service desk operations in a professional services or cybersecurity environment.
• Proficiency in ITSM frameworks (ITIL) and service desk technologies.
• Understanding of network security, endpoint protection and enterprise security architecture.
• Proven experience implementing AI and automation…