Service Desk Manager
Hybrid Bradford (minimum 3 days per week on-site)
A bit about us
At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.
Our people are at the heart of everything we do. When you join us, you will be part of a collaborative, forward-thinking team that is transforming how businesses connect and communicate globally.
We are growing fast, but we never lose sight of what matters: our people. Whether you are looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.
What is the role responsible for?
As Service Desk Manager, you will be the primary operational interface between Gamma and a dedicated strategic enterprise customer. You will lead a team of Service Desk Technicians to ensure managed service commitments are delivered consistently, incidents are resolved within agreed service levels, and customers receive a reliable, high-quality service experience.
What will you be doing day-to-day?
Leading and developing a team of on-site and remote Service Desk Technicians, ensuring high performance and excellent customer service delivery.
Managing incident and service request activity through ServiceNow, ensuring SLA compliance, timely communication, and effective escalation management.
Acting as the operational lead during major incidents, co-ordinating technical teams and third-party suppliers while maintaining clear customer communications.
Overseeing change management activities, ensuring planned maintenance and service changes are appropriately assessed, approved, and implemented.
Representing Gamma at customer service reviews, CAB meetings, Post Major Incident Reviews, and operational governance forums.
Producing and presenting service performance reports, including SLA achievement, service trends, risks, and improvement actions.
Building strong relationships with customer operational and IT stakeholders to ensure services align with business priorities and expectations.
Working closely with internal project and delivery teams to support service transitions, new service introductions, and customer-impacting changes.
What you will bring
Experience leading an ITIL-aligned service desk within a telecoms, managed services, or enterprise IT environment.
Strong knowledge of enterprise networking technologies including WAN, LAN, SD-WAN, and WiFi.
Experience managing or supporting 24x7 operational environments and major incident processes.
Proven people leadership skills, with the ability to coach, develop, and motivate technical teams across multiple locations.
Strong stakeholder management and relationship-building skills, with experience engaging senior customer contacts.
Confidence in presenting operational performance data and service reviews to customer audiences.
Experience using ITSM platforms, ideally ServiceNow, for incident, change, and service management.
ITIL Foundation certification (or working towards) and familiarity with CAB, RFC, and change governance processes would be advantageous.
What do we offer you?
25 days annual leave + birthday
Subsidised private medical insurance
5.1% matched pension contributions
Enhanced parental leave
Life assurance and Income protection
Share save and incentive plans
Electric Vehicle and Cycle scheme
Employee discounts
Volunteer day
A few things to note
We require all candidates to be eligible to work in the UK and pass a basic DBS check.
If you do not meet every requirement but feel you could thrive in this role, we would still encourage you to apply.
Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.
For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We are not looking to increase that network currently, so please do not send speculative CVs.
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