Service Desk Manager
Hours: 37 Hours Per Week
Contract: Temporary Assignment (1 September 2026 – 31 March 2027)
Location: County Hall, Chichester, PO19 1RQ, United Kingdom
Work Pattern: Monday – Friday (Hybrid: initial office attendance 5 days per week for training, then mixture of office and home working)
We're recruiting a Service Desk Manager (Grade 12) to lead West Sussex County Council's Technology Services Service Desk function. This is a senior IT role, ideal for someone with strong leadership, service management, and technical support experience in customer-facing environments.
About the Role
As Service Desk Manager, you'll oversee the day-to-day operation of the Service Desk across L1, L2, and L3 support teams. You'll be accountable for service quality, customer experience, workforce planning, rota management, incident and request management, and knowledge management. You'll work collaboratively with technical teams, resolver groups, and third-party suppliers to ensure effective service delivery and continual improvement.
What You'll Be Doing
- Leading and managing the Service Desk function across multiple support levels
- Ensuring service quality, customer satisfaction, and operational efficiency
- Managing workforce planning, rota scheduling, and performance reporting
- Overseeing incident management, service request handling, and knowledge management
- Supporting major incident response and operational governance
- Collaborating with technical teams and external suppliers to deliver effective IT services
- Driving continual service improvement initiatives
Requirements
We're looking for a proactive leader with strong IT service management expertise.
You'll ideally have:
- Significant experience managing Service Desk, IT Operations, or Technical Support teams
- Strong leadership and people management skills
- Experience in service performance management, workforce planning, and incident/request handling
- Knowledge of ITIL-based environments
- Experience using ITSM platforms such as Halo, ServiceNow, Ivanti, or equivalent
- Excellent communication and problem-solving skills
Why Apply
- Senior-level IT management role in a large public sector organisation
- Opportunity to lead a multi-level Service Desk team
- Hybrid working arrangement after training
- Chance to drive service quality and continual improvement
Benefits
- Weekly Pay
- Company Pension
- Ongoing Agency Support
- Temp-to-Perm Opportunities
Pay Rate
- PAYE: £25.00 per hour (Grade 12)
Order Number: 5302518
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: £25.00 per hour
Expected hours: 37.0 per week
Benefits:
Experience:
- ITIL-based environments: 1 year (required)
- managing Service Desk, IT Operations,: 3 years (required)
- managing Technical Support teams: 3 years (required)
- incident/request handling.: 1 year (required)
- ITSM platforms such as Halo, ServiceNow, Ivanti: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
