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Contract Service Desk Manager (1st Line & Request Fulfilment)
Location: Preston (5 days per week on-site)
Contract: Initial 6 months
IR35: Outside IR35
Rate: DOE
Start: Immediate / Next few weeks
The Opportunity
We're looking for an experienced Service Desk Manager to join a large enterprise technology function on an initial six-month contract. This is a hands-on leadership role where you'll take ownership of a busy 1st Line Service Desk supporting several thousand users. The focus is on improving service quality, increasing operational efficiency, driving automation and creating a high-performing customer-focused support function.
You'll work alongside senior technology leaders to improve service operations, enhance colleague experience and deliver measurable improvements across people, process and technology.
Key Responsibilities
- Lead the day-to-day operation of a large-scale 1st Line Service Desk.
- Improve SLA, XLA, CSAT and First Contact Resolution performance.
- Optimise ticket triage, routing and request fulfilment processes.
- Drive self-service, automation and shift-left initiatives.
- Own service reporting, operational metrics and continual improvement activities.
- Improve knowledge management and reduce recurring incidents.
- Lead and develop Service Desk Team Leaders and Analysts.
- Support Major Incident response and service recovery activities.
- Work closely with Infrastructure, Engineering, Security and business stakeholders.
- Identify opportunities to simplify support processes and improve customer experience.
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Essential Experience
We're looking for someone who has experience leading enterprise-scale Service Desk operations, including:
- Managing Service Desk teams supporting thousands of users.
- ITIL Service Management.
- ServiceNow, Freshservice, Jira Service Management or similar ITSM platforms.
- Strong operational reporting and KPI management.
- Continual Service Improvement (CSI).
- Request Fulfilment and Knowledge Management.
- Service Desk transformation or operational improvement programmes.
- Building high-performing support teams.
- Managing suppliers and internal stakeholders.
- Major Incident Management.
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Desirable
- Experience delivering Service Desk automation.
- Exposure to AI-assisted Service Management.
- ITIL v4 certification.
- Knowledge of Microsoft Power Platform or Copilot.
- Experience within large enterprise or multi-site organisations.
About You
You'll be a delivery-focused Service Desk leader who enjoys improving how technology support operates. You're comfortable working in fast-paced enterprise environments, using data to drive decisions and bringing structure, pace and accountability to operational teams. You'll be equally comfortable leading people, engaging senior stakeholders and rolling your sleeves up to improve processes where required.
Contract Details
- Initial 6-month contract
- Outside IR35
- 5 days per week on-site in Preston
- Rate: DOE
- Immediate start preferred (within the next few weeks)
If you're available immediately or becoming available shortly and have a proven background in leading enterprise Service Desk operations, we'd be keen to hear from you.
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