Service Desk Manager - FTC

Overview

Service Desk Manager – 12 month FTC at BRE (24,000‑30,000 GBP). Lead the frontline IT service desk, combine strategic thinking, people management and operational excellence to deliver outstanding support while continuously improving how technology empowers our people.

• Manage day‑to‑day operation of the IT Service Desk, ensuring effective handling of incidents and service requests.
• Lead and coordinate the Service Desk team, allocating workload and monitoring performance against SLAs and KPIs.
• Act as an escalation point for complex or high‑impact technical issues.
• Oversee incident and request management processes, including root cause analysis and lessons learned.
• Ensure IT service delivery aligns with ITIL best practice and organisational policies.
• Drive continuous improvement of service desk processes, tools and knowledge management.
• Maintain a strong focus on service quality, user satisfaction and effective stakeholder communication.
• Produce and review performance reports, ticket trends and service metrics to support decision‑making.

• Proven experience managing or leading an IT Service Desk or similar IT support function.
• Strong working knowledge of ITIL frameworks and service management best practice.
• Experience overseeing incident and request management processes, including escalations and root cause analysis.
• Ability to manage service performance against SLAs and KPIs, using data and reporting to drive improvement.
• Experience producing clear, accurate performance reports and service insights for stakeholders.
• Working knowledge of endpoint and device management tools (e.g. SCCM, Intune).
• Strong operational focus with the ability to balance day‑to‑day service delivery and continuous improvement.
• Experience contributing to knowledge management, documentation and process development.
• Effective communication skills to engage with technical teams and non‑technical stakeholders.

Financial & Security Benefits

• Pension scheme – 5% employer‑matched contribution
• Life assurance – 4× your basic salary
• Enhanced maternity package

Health & Wellbeing

• Health Partners cashback scheme – Reclaim costs on prescriptions, physiotherapy, dental care and more
• Onsite facilities – Restaurant, nursery and free parking, including at‑cost EV charging points

Career Development

• Learning & development – Free access to BRE Academy and our online learning platform
• Professional membership reimbursement

For full details on our benefits, visit BRE Employee Benefits.

On‑site – This role requires full‑time presence at our Watford office. You must live within a commutable distance.

Closing date – 4th January 2026.
Candidate review – week commencing 5th January 2026.
First‑stage interviews – week commencing 12th January 2026.
Second‑stage interviews – week commencing 2nd February 2026.

BRE is an equal opportunities employer. We assess all qualified applicants based on merit and do not discriminate on the grounds of race, colour, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristics.