IT Service Desk Manager

About this role

About us : We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland. We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Service Desk Manager, Maternity Cover - 15 months FTC. Purpose of the Role The Service Desk Manager is responsible for leading the delivery of IT support services across the organisation, ensuring users receive high-quality, efficient, and customer-focused support. The role provides operational leadership for the Service Desk, 2nd Line Support and User Access teams, while driving continual service improvement, process governance, reporting, automation and technology platform development.

The role is accountable for maintaining service performance, developing team capability, ensuring compliance with IT policies and procedures, managing key suppliers, and supporting the successful delivery of business and IT change initiatives. Key Responsibilities Service Management Lead the day-to-day operation of the Service Desk, 2nd Line and User Access functions. Ensure incidents, service requests and escalations are managed within agreed service levels.

Monitor and improve customer satisfaction and service quality. Review service performance metrics and identify trends, risks and improvement opportunities. Act as a senior escalation point for major incidents, customer concerns and service issues. Ensure effective communication to stakeholders during incidents and service disruptions. Team Leadership and People Management Manage Team Leaders and support the development of the Service Desk, 2nd Line and User Access teams.

Conduct performance reviews, coaching sessions and development planning. Set service expectations, objectives and performance measures. Drive a culture of accountability, customer service and continuous improvement. Support recruitment, onboarding and succession planning activities. Manage employee relations matters in line with company policies. ITSM and Process Governance Own and maintain the following IT support processes: Incident Management Request Fulfilment Knowledge Management Escalation Management Contribute to and support the organisation's Problem Management, Change Management and Major Incident Management processes, working closely with the relevant process owners to ensure the Service Desk, 2nd Line and User Access teams follow agreed procedures.