Service Desk Manager

Service Desk Manager

Lead a high‑performing service desk, drive continual improvement and play a key role in delivering outstanding external IT support for Careline
365 customers.

37.5 hours per week.

Flexible hours between Mon‑Sun 8am‑8pm, mostly Monday to Friday 8.30‑17:00.

Depending on the candidate's experience.

Hybrid – Norwich.

June/July 2026. Note that the role is subject to pre‑employment screening, including DBS checks. Screening must be completed prior to start date.

This role is UK based; hybrid/remote work must also be within the UK.

Required internet speed: 5 Mbps upload and 15 Mbps download.

• 233 hours of holiday rising with continuous service, including bank holidays.
• Discounts on groceries, shopping, holidays, insurance, restaurants and more.
• 24/7 employee assistance programme with an app.
• Family and friends discounts on services and products.
• Pension scheme, up to 3% company matched.
• Free on‑site parking.

• Proven experience in a Service Desk Manager or similar IT service leadership role.
• Strong working knowledge of ITIL frameworks (ITIL v4 preferred).
• Experience managing SLAs, KPIs and service performance reporting.
• Demonstrated ability to lead, motivate and develop teams in a fast‑paced environment.
• Excellent incident and problem management skills.
• Strong stakeholder engagement, communication and reporting skills.
• ITIL certification (minimum Foundation).

• Experience with in local housing, social care, telecare, property management or out‑of‑hours services.
• Broader leadership exposure and the ability to communicate effectively at all levels.
• Strong understanding of IT infrastructure, applications and end‑user environments.
• ITIL Certification (expert).
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent).

You’ll bring a customer‑first mindset, a proactive approach and a strong sense of ownership. You’ll be resilient, adaptable and comfortable making decisions in a dynamic environment, with a genuine commitment to continuous improvement.

• Leading, mentoring and developing the Service Desk team to deliver excellent external IT support across Careline
  365 products.
• Overseeing daily operations to ensure tickets are resolved in line with agreed SLAs and KPIs.
• Implementing, managing and continuously improving ITIL‑aligned processes, including Incident, Request Fulfilment, Problem and Knowledge Management.
• Acting as the escalation point for major incidents, ensuring timely resolution and clear communication to stakeholders.
• Monitoring service performance, producing reports and sharing insights with senior management.
• Driving continual service improvement initiatives using data, feedback and industry best practice.
• Maintaining and improving the service catalogue and knowledge base.
• Managing resource planning, scheduling and capacity to meet business demand.
• Collaborating with other IT teams, third‑party suppliers and the wider Careline
  365 business to ensure joined‑up service delivery.
• Working closely with the Appello Service Desk Manager to maintain consistency across shared services.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the Careers Team.