Tate Recruitment
Head of IT Service Desk
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Head of IT Service Desk
Buckinghamshire | Hybrid working (3 days in the office) | Permanent
C£90,000, annual bonus & benefits
Are you an experienced Service Desk leader who thrives in fast-paced environments and enjoys building high-performing teams?
We're partnering with a successful and growing technology services organisation to find a Head of Service Desk who will take ownership of the entire support operation across 1st, 2nd and 3rd Line teams.
This is a fantastic opportunity for someone who enjoys balancing people leadership with operational excellence. You'll be responsible for driving service performance, developing leaders, improving customer outcomes and ensuring the Service Desk operates efficiently every day.
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The Role
You'll lead a multi-level Service Desk function, overseeing team performance, service quality, resource planning and continuous improvement initiatives.
Key responsibilities include:
- Leading and developing Service Desk Team Leaders and technical teams
- Driving SLA performance and customer satisfaction
- Managing service demand, workload and ticket backlogs
- Acting as a senior escalation point for critical incidents
- Using operational data and reporting to drive performance improvements
- Creating a culture of accountability, collaboration and continuous development
- Identifying opportunities to improve processes, tooling and service delivery.
About You
We're looking for an established Service Desk leader who can demonstrate:
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Your very own career expert that helps elevate your application to the next level.
- Experience leading Service Desk operations within an MSP or IT services environment
- Experience managing Team Leaders and developing management capability
- Strong understanding of ITIL and service management best practice
- A track record of improving operational performance and service quality
- Excellent stakeholder management and communication skills
- A hands-on leadership style with a passion for developing people.
What's on Offer?
- Opportunity to lead a critical customer-facing function
- Significant scope to influence and improve service delivery
- A people-focused culture that values development and progression
- The chance to join an organisation with ambitious growth plans
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