Service Desk Manager

• Locations

  Oldbury, West Midlands

• Salary

  £50000 - £70000 per annum + Hybrid, 3-days per week

• Sector

  Infrastructure Support, Technology

• Type

  Contract / Interim

Service Desk Manager

Location: Oldbury, Birmingham

Contract: 3-month contract

Industry: Charity

Rate: £70,000 pro rata’d equivalent

About the Role

Working for a National Charity. We are seeking an experienced IT Service Desk Manager to lead and improve a struggling IT Service Desk. You will ensure service levels are met, enhance customer satisfaction, and drive continuous improvement in line with ITILv4 best practices.

They are looking for someone with the ability to join and make rapid changes and be strong in their approach from a performance management point of view.

As a proactive leader, you will manage a team of IT Support Operatives, oversee ticket queues, and implement process efficiencies. Strong communication, problem-solving skills, and a customer-focused approach are essential.

Key Responsibilities

• Oversee daily service desk operations, ensuring SLA and KPI compliance.
• Act as the primary escalation point for critical issues.
• Manage and rejuvenate the IT Service Desk team, driving performance and training.
• Conduct performance management and restructuring of Service Desk.
• Improve ticketing workflows, automation, and self-service initiatives.
• Conduct stakeholder engagement, including service reviews and vendor management.
• Support organisational change and IT service transitions.
• Monitor financial and performance metrics, using reporting tools like Power BI.

Skills & Experience

Essential:

• ITIL v4 & Agile Project Management qualifications.
• 3+ years managing an IT Service Desk with line management experience.
• Expertise in ITSM tools (e.g., Hornbill, Halo, ServiceNow).
• Strong analytical, communication, and leadership skills.
• Experience with Power BI.

Desirable:

• Six Sigma Green Belt qualification.
• Experience in vendor and asset management.

Additional Requirements

• Willingness to travel across the UK.
• Commitment to safeguarding and diversity.
• Basic DBS check required.

This is a 3-month contract, paying a pro rata’d salary of £70,000.

Working for a National charity, this role is 3-days per week in their office in Oldbury, Birmingham.

If you are interested, please feel free to apply.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual’s skills, qualifications and abilities to perform the relevant duties required in a particular role.