Service Desk Manager 12-month contract Location: Gloucestershire (5 days on site) Salary: £350 - £400 per day inside IR35 Job Purpose The ICT Service Desk Manager is responsible for leading and managing the ICT Service Desk team, ensuring delivery of high-quality support services and customer satisfaction. The role oversees incident and request handling, drives service improvements, and maintains documentation, policies, and procedures. The manager will also support service transition, financial planning, and liaise with internal teams and third-party suppliers. Key Responsibilities Lead, support, mentor, and develop the Service Desk team to deliver effective customer support. Oversee daily operations, manage high-priority incidents, and ensure timely resolution of requests. Develop and monitor service desk KPIs and SLAs; provide regular performance reports. Maintain and refine service desk processes and documentation. Collaborate with other ICT teams, project managers, and suppliers to ensure successful service transition. Coordinate out-of-hours on-call support to ensure 24/7 coverage. Manage feedback, analyse root causes of incidents, and implement service improvement plans. Monitor and manage costs associated with service delivery.

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