Service desk manager Work, Jobs in Thame, Oxf (with Salaries)

Queue Manager
Boxxe Group —Hemel Hempstead
- Organisational skills
- IT
Quick apply
4d
IT Service Manager
Allica Bank —Milton Keynes
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Organisational skills
18h
Technical Support Helpdesk Technician – Woodworking Machinery
Felder UK Ltd —Milton Keynes
- £27,000 - £35,000 a year
- Full-time
- Customer service
- Electrical experience
- In-person
Quick apply
8d
Web Executive
Bibby Financial Services —Banbury
- £40,000 - £45,000 a year
- Full-time
- Management
- Financial services
- Gym membership
Quick apply
7d
Technical Support Engineer
InPost UK —Hemel Hempstead
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
Quick apply
Network Operations Centre (NOC) Engineer
Gigaclear —Abingdon
- £26,000 - £28,000 a year
- Full-time
- IT
- Communication skills
- Employee assistance programme
Quick apply
Enrolment Support Agents
Buckinghamshire New University —High Wycombe
- £13.45 an hour
- Full-time
- Customer service
- Organisational skills
- Communication skills
14d
School Network Manager
wavenet —Chesham
- Full-time
- Windows
- Mentoring
- IT
- Annual leave
- Employee assistance programme
Quick apply
2nd / 3rd Line Security Analyst
KYOCERA Document Solutions —Reading
- Azure
- AWS
- Continuous improvement
- Employee assistance programme
12d
Junior Helpdesk Support Technician
Techtronic Industries GmbH (TTI) —Maidenhead
- Full-time
- Microsoft Excel
- Customer service
- Computer literacy
1d
ServiceNow Administrator (Maternity Cover)
Martin-Baker —Denham
- Management
- Analysis skills
- Scripting
- Employee discount

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Queue Manager

Boxxe Group -
Hemel Hempstead

Quick apply

Job details

4 days ago

Qualifications

ITIL Certification
Technical support
ITIL
IT support
Organisational skills
IT

Full job description

For us, tech has never been about just hardware or software. It's about people. It's our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.

Your Mission

The Queue Manager is responsible for overseeing the effective flow, prioritisation and resolution of tickets across the IT managed service operation, ensuring work is managed in line with ITIL practices. This new role supports service stability and customer satisfaction by maintaining queue health, improving process adherence, coordinating escalations and driving timely resolution of incidents and service requests

What you'll be doing

Monitor and manage service queues to ensure incidents, requests and tasks are prioritised and allocated in line with agreed service levels.
Apply ITIL-aligned practices across Incident Management, Request Fulfilment, Problem Management and Major Incident support activities.
Review ticket backlogs, ageing items and breached cases, taking corrective action to restore control and improve throughput.
Coordinate with resolver groups, service desk analysts and technical teams to ensure accurate routing, timely updates and effective resolution.
Support escalation management for high-priority or business-critical issues, ensuring clear communication and appropriate ownership.
Maintain queue governance standards, including ticket quality, categorisation, prioritisation, documentation and closure accuracy.
Produce and analyse queue performance reports, identifying trends, bottlenecks and improvement opportunities.
Contribute to continual service improvement initiatives by recommending process, tooling and workflow enhancements.
Help ensure compliance with SLAs, OLAs and internal operational procedures.
Provide guidance and day-to-day support to analysts and coordinators on queue management best practice.
Reduction in backlog volume and ageing tickets
Improved SLA attainment and queue responsiveness
Higher quality ticket handling and reduced reassignments
Effective coordination during service peaks and priority incidents
Demonstrable contribution to continual service improvement outcomes

What experience we think you'll need

Proven experience in an IT service desk, service operations or queue management role
Good working knowledge of ITIL principles, particularly Incident, Request, Problem and Change practices
Strong organisational skills with the ability to manage competing priorities in a fast-paced environment
Experience using ITSM tools to manage ticket workflows, reporting and service performance.
Strong attention to detail with a focus on data quality and process compliance
Ability to analyse operational data and turn findings into practical improvements.
Confident communicator able to work effectively with technical teams, stakeholders and customers
Demonstrated ability to coordinate escalations and maintain control during peak demand periods
ITIL Foundation certification preferred
Relevant experience in IT support, service operations or service management environments
Experience in managed services, enterprise IT or technical support environments would be advantageous

As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.

Quick apply

Refine Your Search

service desk manager jobs in thame, oxf

Queue Manager

IT Service Manager

Technical Support Helpdesk Technician – Woodworking Machinery

Web Executive

Technical Support Engineer

Network Operations Centre (NOC) Engineer

Enrolment Support Agents

School Network Manager

2nd / 3rd Line Security Analyst

Junior Helpdesk Support Technician

ServiceNow Administrator (Maternity Cover)

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