IT Service Desk Manager; Home-based

IT Service Desk Manager

The IT Service Desk Manager will ensure the delivery of high‑quality technical support to end users, manage team performance and drive continuous improvement initiatives.

• Oversee day‑to‑day management of the Service Desk team, ensuring incidents and service requests are resolved efficiently.
• Handle escalations promptly and monitor performance metrics.
• Implement best practices, align processes with organisational goals, and drive initiatives such as automation and self‑service tools.
• Manage team resources, mentor staff, and foster a collaborative, customer‑focused environment.
• Analyse trends, implement long‑term solutions, and use ITIL principles to improve service delivery.

• Proven experience managing an IT Service Desk or similar technical support function.
• Strong leadership and people management skills, with the ability to motivate and develop a team.
• Excellent troubleshooting and problem‑solving abilities, with a focus on user‑centric solutions.
• Familiarity with ITIL principles and service management frameworks.
• Proficiency with IT service management tools (e.g., Service Now, Jira, Zendesk).
• Strong organisational and time‑management skills, able to prioritise multiple tasks simultaneously.
• Excellent communication and interpersonal skills, able to interact effectively with technical and non‑technical stakeholders.
• ITIL Certification (V3 Foundation or higher) required.
• Legal right to work and reside in the UK, and availability to work UK working hours. Working from abroad is not allowed.

Role based in the UK; UK working hours required.

• Competitive annual salary up to £45,000 per annum, dependent on experience and qualifications.
• Contributory pension scheme up to 6%.
• Life assurance.
• Starting at 25 days annual leave plus bank holidays, increasing with length of service.
• Day off for your birthday (non‑contractual benefit).
• Discounted gym membership.
• Cycle to work scheme.
• Health cashback plan.

Health Partners are proud to support the needs of our employees and are committed to equal opportunities. We welcome applications from all backgrounds and are proud members of the Disability Confident employer scheme. Diversity and inclusion remain integral to everything we do, fostering a workplace where everyone can thrive and deliver outstanding service.