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Service Desk Manager
Job Summary
The Service Desk Manager will lead and manage the 1st Line Support Team, ensuring the effective and efficient delivery of IT support services to internal and external stakeholders. The role involves overseeing service desk operations, maintaining service levels, and driving continuous improvement within the support function. The successful candidate will work within ITIL best practices, ensuring compliance, performance monitoring, and customer satisfaction across all service delivery activities.
Key Accountabilities
- Lead and support the 1st Line IT Support Team
- Oversee daily service desk operations and ticket management
- Ensure SLAs and service performance targets are achieved
- Manage Priority One incidents and drive issue resolution
- Identify and implement service improvements
- Maintain strong stakeholder and vendor relationships
- Ensure compliance with ITIL standards, security policies, and best practices
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About You
Essential
- Proven experience in managing a service desk or IT support function
- Strong leadership, communication, and interpersonal skills
- Demonstrated knowledge of ITIL and service management frameworks
- Experience with performance monitoring, KPI tracking, and SLA management
- Ability to manage high-pressure incidents and escalate appropriately
- Familiarity with vendor management and third-party service delivery
Desirable
- ITIL Foundation (or higher) certification
- Experience with ITSM tools such as ServiceNow, Freshservice, or similar
- Understanding of information security principles and compliance frameworks (e.g., ISO27001, GDPR)
Why Evolve?
At Evolve, you'll join a dynamic and passionate team committed to building something special. We offer:
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- A competitive compensation package
- A collaborative work environment
- The opportunity to make a real impact on company success
- A culture where you can be yourself and perform at your best
Work closely with colleagues to out-think the competition, generate innovative ideas, and deliver exceptional results for customers. Impressive performance will be rewarded—this is your chance to thrive.
For more details about working at Evolve and our benefits, visit www.evolvebg.co.uk/careers/
Evolve is an Equal Opportunity Employer
All openings will be filled based on qualifications without regard to race, colour, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.
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