Service Desk Manager - Enterprise Markets

Bradford, UK

Posted Wednesday 29 July 2026 at 00:00

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you will be part of a collaborative, forward-thinking team that is transforming how businesses connect and communicate globally.

We are growing fast, but we never lose sight of what matters: our people. Whether you are looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

As Service Desk Manager, you will be the primary operational interface between Gamma and a dedicated strategic enterprise customer. You will lead a team of Service Desk Technicians to ensure managed service commitments are delivered consistently, incidents are resolved within agreed service levels, and customers receive a reliable, high-quality service experience.

Leading and developing a team of on-site and remote Service Desk Technicians, ensuring high performance and excellent customer service delivery.

Managing incident and service request activity through Service Now, ensuring SLA compliance, timely communication, and effective escalation management.

Acting as the operational lead during major incidents, co-ordinating technical teams and third-party suppliers while maintaining clear customer communications.

Overseeing change management activities, ensuring planned maintenance and service changes are appropriately assessed, approved, and implemented.

Representing Gamma at customer service reviews, CAB meetings, Post Major Incident Reviews, and operational governance forums.

Producing and presenting service performance reports, including SLA achievement, service trends, risks, and improvement actions.

Building strong relationships with customer operational and IT stakeholders to ensure services align with business priorities and expectations.

Working closely with internal project and delivery teams to support service transitions, new service introductions, and customer-impacting changes.

Experience leading an ITIL-aligned service desk within a telecoms, managed services, or enterprise IT environment.

Strong knowledge of enterprise networking technologies including WAN, LAN, SD-WAN, and WiFi.

Experience managing or supporting 24x7 operational environments and major incident processes.

Proven people leadership skills, with the ability to coach, develop, and motivate technical teams across multiple locations.

Strong stakeholder management and relationship-building skills, with experience engaging senior customer contacts.

Confidence in presenting operational performance data and service reviews to customer audiences.

Experience using ITSM platforms, ideally Service Now, for incident, change, and service management.

ITIL Foundation certification (or working towards) and familiarity with CAB, RFC, and change governance processes would be advantageous.

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contributions
• Enhanced parental leave
• Life assurance and Income protection
• Share save and incentive plans
• Electric Vehicle and Cycle scheme

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.