Service Desk Operations Manager

• Queue Management

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

We are seeking an experienced and customer-focused Service Desk Operations Manager to lead, mature, and continuously improve our Managed Services Service Desk Operations capability across multiple enterprise customer environments.

This is a senior operational leadership role responsible for delivering a high-performing, ITIL-aligned Service Desk capability, providing the central Single Point of Contact (SPOC) for end users across Incident Management, Service Request Fulfilment, workplace support, and user experience.

You will lead the Service Desk Operations function, driving operational excellence, governance, service maturity, and continual improvement. A key objective of the role is to transform the Service Desk from a reactive support function into a proactive Managed Services capability through process improvement, automation, knowledge management, shift-left initiatives, and data-driven operational insight.

Working closely with Service Delivery Management, Technical Operations, Service Management functions, resolver teams, and customers, you will ensure consistent, efficient, and customer-focused service delivery aligned to MSP best practice.

Location:

Scotland-based with regular travel to Aberdeen required. Travel is expected to be more frequent during the first few months as you familiarise yourself with the team, customers, and environment, before reducing to an agreed level once established in the role.

This is a key leadership opportunity within a growing Managed Services organisation that is focused on modernising and maturing its support services capability.

• Shape the future Service Desk Operations operating model.
• Improve customer experience across multiple enterprise environments.
• Introduce proactive support and service improvement initiatives.
• Drive automation and operational efficiencies.
• Build a scalable, high-performing Managed Services capability aligned to industry best practice.
• Lead and develop talented support teams in a collaborative and forward-thinking environment.

• Significant experience working within a Managed Services Provider (MSP) environment.
• Proven experience leading Enterprise Service Desk, Desktop Support, or End User Computing (EUC) operations.
• Experience managing operational support teams and building high-performing service functions.
• Strong understanding of ITIL-aligned Service Management practices.
• Demonstrable experience across:
• Incident Management
• Major Incident Management
• Service Request Fulfilment
• Escalation Management
• SLA and KPI Management
• Queue Management
• Experience using Service Now or other enterprise ITSM platforms.
• Proven track record of delivering:
• Service improvement initiatives
• Shift-left strategies
• Automation programmes
• Operational maturity improvements
• Strong leadership, communication, stakeholder management, and customer engagement skills.

• ITIL Foundation Certification (or higher).
• Experience working in large-scale enterprise MSP environments.
• Experience with Service Now, Remote Monitoring & Management (RMM), automation, and self-service technologies.
• Experience supporting Managed Services transformation and modernisation programmes.

We’re Looking For Someone Who Is:

• Customer-focused, with a passion for service excellence.
• Calm, resilient, and effective under pressure, particularly during Major Incidents.
• A confident communicator who can engage effectively with technical teams, customers, and senior stakeholders.
• Proactive, organised, and delivery focused.
• Passionate about developing people, building high-performing teams, and improving service outcomes.

• Competitive Salary
• Personalised Career…