Service Desk Manager

Service Desk Manager

London

£500-£600 per day (outside IR35)

A leading organisation within the rail and transport sector is seeking an experienced Service Desk Manager to lead its IT support function across a multi-site operational environment.

This role will be responsible for ensuring the delivery of a high-quality support service, managing service desk performance, driving continuous improvement and acting as the key escalation point for service-related issues.

Key Responsibilities

Lead and develop the Service Desk team, promoting a customer-focused culture

Manage service desk performance, workloads, KPIs and service levels

Act as the escalation point for major incidents and service issues

Drive improvements across incident, request and problem management processes

Produce regular service reporting and performance metrics for stakeholders

Coordinate support activities across operational sites and corporate functions

Manage relationships with third-party suppliers and support partners

Ensure service documentation, knowledge articles and operational procedures remain current

Experience Required

Proven experience managing an IT Service Desk within a complex, multi-site environment

Strong leadership and people management skills

Experience managing service performance, SLAs and operational reporting

Excellent stakeholder engagement and communication skills

Strong understanding of IT service management best practices

Experience working with service management tools and supplier-led environments

Ideally have experience within rail, transport, infrastructure or other operationally critical industries

Exposure to service transition, operational change or technology improvement initiatives

This is an excellent opportunity to join a large-scale transport organisation and play a key role in delivering reliable technology support services across a critical operational environment.