About this role
Salary: £90,000 - 90,000 per year
Requirements
- Experience leading Service Desk operations within an MSP or IT services environment
- Experience managing Team Leaders and developing management capability
- Strong understanding of ITIL and service management best practice
- Track record of improving operational performance and service quality
- Excellent stakeholder management and communication skills
- Hands-on leadership style with a passion for developing people
Responsibilities
- Lead and develop Service Desk Team Leaders and technical teams across 1st, 2nd and 3rd Line
- Drive SLA performance and customer satisfaction
- Manage service demand, workload and ticket backlogs
- Act as a senior escalation point for critical incidents
- Use operational data and reporting to drive performance improvements
- Create a culture of accountability, collaboration and continuous development
- Identify opportunities to improve processes, tooling and service delivery
- Oversee team performance, service quality, resource planning and continuous improvement initiatives
Technologies
- Support
- ITIL
More
We are partnering with a successful, growing technology services organisation to appoint a Head of Service Desk to lead a critical customer-facing function and improve service delivery. The permanent role is based in Buckinghamshire, with hybrid working requiring three days in the office. The salary is £90,000, plus an annual bonus and benefits. We offer significant scope to influence service delivery, a people-focused culture that values development and progression, and the opportunity to join an organisation with ambitious growth plans.
The vacancy remains open until filled, with interviews taking place throughout the period, so early applications are encouraged. Tate is acting as an Employment Business for this vacancy and is committed to equal opportunities. We welcome candidates sharing any adjustments that would support them during the application or interview process, as well as their preferred pronouns.
last updated 45 week of 2026