Service Desk Manager – ITIL | Service Transformation | Customer-Centric Focus | Gloucester | £54,000 Our client is seeking a Service Desk Manager with a strong track record in transforming IT support services. This is an exciting opportunity to lead the evolution of their IT Service Desk, driving improvements in efficiency, user experience, and ITIL best practices. The Role The successful candidate will take ownership of the Service Desk function, implementing best-in-class service management processes and creating a customer-centric support culture. This role requires a blend of strategic thinking and hands-on leadership to ensure high-quality, scalable, and responsive IT support. Key Responsibilities Lead and transform the IT Service Desk, embedding ITIL best practices. Redefine service delivery processes, ensuring efficiency and alignment with business goals. Implement a continuous improvement strategy, using data-driven insights to enhance service quality. Foster a customer-first approach, ensuring excellent user experience and satisfaction. Oversee incident, request, problem, and change management processes effectively. Enhance service management tools and automation to improve reporting and efficiency. Develop, mentor, and lead a high-performing service desk team. Collaborate with internal stakeholders to ensure IT support meets business objectives. The Ideal Candidate Proven experience in transforming an IT Service Desk and driving service improvement. Strong knowledge of ITIL frameworks (certification preferred). A strategic mindset with the ability to implement change and enhance operational efficiency. Experience in implementing new processes, technologies, or frameworks to optimise service delivery. Excellent leadership and stakeholder management skills. A passion for customer service excellence and continuous improvement. What will you get? Competitive package of £54,000 enhanced pension Hybrid working environment with flexible working plans Strong progression opportunities as part of a growing function Additional lifestlyle benefits Employer of choice Unfortunately there is no sponsorship available on this role and you need to be within commutable distance of Gloucester. Reach out to Adam Titmus for further info.