IT Service Desk Manager Needed

I’m looking for an experienced IT Service Desk Manager who can take full ownership of our support operation in a fast-paced, customer-focused environment. You must be able to dive deep technically while steering the team strategically; solid, hands-on knowledge of hybrid IT environments is non-negotiable because that is exactly what we run.

Your first objectives will be clear: keep service levels high and push overall operational efficiency. I still welcome fresh ideas for continuous improvement, but the immediate focus is stability and speed.

What success looks like to me
• Service-level commitments met or exceeded every month
• Streamlined, fully documented processes that reduce average resolution time
• A motivated, well-coached service desk team that knows its numbers and goals

To help me gauge fit, please mention:
– The size and make-up of the service desk teams you’ve managed
– The ticketing or ITSM platforms you’ve mastered (ServiceNow, Jira Service Management, Freshservice, etc.)
– A concise example of how you personally improved SLA performance in a hybrid setup

We operate primarily on UK business hours but are flexible on location; occasional overlap for live stand-ups is all I need. If you bring the right blend of hands-on technical expertise and proven experience leading service desk teams, let’s talk.