Head of IT Service Desk
other jobs Proactive Appointments
Added before 6 Days
- England,South East,Kent,Maidstone
- Full Time, Contract
- £400 per day
Job Description:
Head of IT Service Desk
About the Role
We are seeking an experienced and driven Head of Service Desk to lead and transform our IT support function. This is a key leadership role responsible for delivering high-quality service desk operations, driving continuous improvement, and ensuring an exceptional user experience across the organisation.
Outside IR35
Hybrid working
Key Responsibilities
Lead, mentor, and develop the Service Desk team to deliver outstanding support services
Own and evolve Service Desk strategy, aligning with wider IT and business objectives
Drive process improvement initiatives to enhance efficiency, service quality, and customer satisfaction
Ensure adherence to ITIL best practices, including Incident, Problem, Change, and Service Request Management
Monitor and report on KPIs, SLAs, and performance metrics, taking proactive steps to improve outcomes
Collaborate with internal stakeholders to identify service gaps and implement effective solutions
Manage escalations and ensure timely resolution of complex issues
Champion a culture of continuous improvement and operational excellence
Key Requirements
Proven experience in a senior Service Desk or IT Support leadership role
Strong working knowledge of ITIL framework (certification required)
Demonstrable experience in improving processes, workflows, and service delivery models
Excellent leadership and team development skills
Strong stakeholder management and communication abilities
Data-driven approach to decision-making and performance improvement
Experience with service management tools and reporting platforms
Desirable Skills & Experience
ITIL Intermediate or Expert certification
Experience in large or complex organisational environments
Knowledge of automation and self-service solutions
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation
We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website
About the Role
We are seeking an experienced and driven Head of Service Desk to lead and transform our IT support function. This is a key leadership role responsible for delivering high-quality service desk operations, driving continuous improvement, and ensuring an exceptional user experience across the organisation.
Outside IR35
Hybrid working
Key Responsibilities
Lead, mentor, and develop the Service Desk team to deliver outstanding support services
Own and evolve Service Desk strategy, aligning with wider IT and business objectives
Drive process improvement initiatives to enhance efficiency, service quality, and customer satisfaction
Ensure adherence to ITIL best practices, including Incident, Problem, Change, and Service Request Management
Monitor and report on KPIs, SLAs, and performance metrics, taking proactive steps to improve outcomes
Collaborate with internal stakeholders to identify service gaps and implement effective solutions
Manage escalations and ensure timely resolution of complex issues
Champion a culture of continuous improvement and operational excellence
Key Requirements
Proven experience in a senior Service Desk or IT Support leadership role
Strong working knowledge of ITIL framework (certification required)
Demonstrable experience in improving processes, workflows, and service delivery models
Excellent leadership and team development skills
Strong stakeholder management and communication abilities
Data-driven approach to decision-making and performance improvement
Experience with service management tools and reporting platforms
Desirable Skills & Experience
ITIL Intermediate or Expert certification
Experience in large or complex organisational environments
Knowledge of automation and self-service solutions
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation
We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website
Job number 3625595
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Company Details:
Proactive Appointments
Company size: 20–49 employees
Industry: Recruitment Consultancy
With 30 years of experience, Proactive.IT Appointments are at the forefront of the IT recruitment sector. Established in 1991, we have become the pref...