GAP Group Limited
Service Desk Manager
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## **The Role**
### About GAP Group
GAP Group is one of the **UK’s leading equipment hire providers**, renowned for its stability, strong reputation, and commitment to innovation in technology and people.
As part of a modernisation effort, **IT services are evolving** to support product-led initiatives, operational efficiency, and an enhanced **customer experience**. This is a newly created opportunity for a **Service Desk Manager** to join during a pivotal moment of transformation.
### Responsibilities
As the **Service Desk Manager**, you will:
- Lead, coach, and inspire the **Service Desk team**, ensuring first-class IT support for internal stakeholders
- Oversee **incident, request, and problem management** within agreed Service Level Agreements (SLAs), acting as the escalation point for **complex and high-priority issues**
- Track, analyse, and report on **key service desk metrics**, identifying trends, risks, and opportunities for improvement
- Collaborate closely with **IT leadership, business stakeholders, and external vendors** to align service delivery with **business needs**
- Provide regular performance updates to **IT leadership**, including challenges and **continuous improvement plans**
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What We’re Looking for
Requirements & Skills
- Proven experience of managing a Service Desk or IT Support Team in a medium to large-sized organisation
- Strong understanding of ITIL processes, backed by a relevant certification (e.g., ITIL Foundation or higher)
- Demonstrated ability to drive process improvement and service excellence
- Experience in monitoring, reporting, and analysing IT service metrics
- Bonus points for:
- Managing multi-site or hybrid support operations
- Familiarity with SaaS, ERP, or cloud environments
- Strong stakeholder management skills
About GAP and What We Offer
Why Join Us?
You’ll be joining a growth-oriented business that prioritises your success. As the UK’s leading equipment hire provider, GAP supports everything from construction projects to infrastructure, events, and more—with nearly 200 UK locations.
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Our Value Proposition
As a family-run business with over 50 years of experience, we:
Invest in Excellence
- Offer unparalleled equipment quality (greater investment in tools than competitors)
Agility & Independence
- Operate as an independent company, enabling long-term, adaptable decisions
Career Growth
- Provide immediate training, development opportunities, and career progression
Workplace Benefits
- Generous holiday entitlement
- Life Assurance and Health & Wellness Support
Culture of Value
No door is closed at GAP. Whether your strengths lie in hands-on operations or customer-facing roles, we welcome creators and problem-solvers.
Take Your Next Step
Ready to contribute to a team where innovation and impact matter? Upload your CV and complete our short application—we’ll get back to you promptly.
Commitment to Diversity
We are an Equal Opportunities employer, celebrating the unique strengths each individual brings to the team.```
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