IT service desk manager

IT Service Desk Lead
Manchester – (M1 Postcode)
£350 - £400 (Inside IR35)

Forward role are looking for a highly capable and hands-on Service Desk Transformation Lead to deliver two strategic initiatives within their Digital, Information & Technology (DIT) team:

1. Implementing recommendations from a recent review of the Service Desk.
2. Replacing the current ITSM platform with Atlassian Jira ITSM, ensuring a seamless and value-driven transition.

Key Responsibilities:
• Design and formalise SLAs and define 1st/2nd/3rd line support boundaries across service requests, incidents, and training needs.
• Set up and maintain standardised reporting and dashboards on key service desk metrics and KPIs.
• Document and train staff on core Standard Operating Procedures (SOPs), including triage, incident, and problem management, Service request and Change management.
• Using a ‘test n learn’ approach, configure and implement a new ITSM system using Atlassian Jira to reflect the designed new ITIL processes and a service catalogue.
• Significant knowledge and experience of using the ITIL framework and standards to the delivery of IT infrastructure services.
• Experienced in establishing high performing teams and engaging staff in effective delivery of services.
• Building a scalable, technically adept IT Support team that is underpinned by customer focused culture

Further considerations:

• On-site 5 days a week

• Inside IR35

• £350 - £400 per day

If you believe you are a good fit for the role then please get in touch.

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