Service Desk Manager

Lead a high-performing service desk, drive continual improvement and play a key role in delivering outstanding IT support for Careline365 customers., Shift pattern: Flexible hours between Mon-Sun 8am-8pm, depending on business needs. - Mostly will be Monday to Friday 8.30-17:00, We're looking for an experienced and proactive Service Desk Manager to lead the Careline365 Service Desk function. This role is responsible for ensuring the delivery of high-quality, customer-focused IT support services, aligned with business needs and ITIL best practices.
You'll take ownership of incident, request and problem management, drive continual service improvement and enhance the end-user experience. Working closely with the Group Head of Service Management and wider IT teams, you'll ensure the Careline365 Service Desk delivers a consistently reliable and effective service.
WHAT YOU'LL BE DOING
As Service Desk Manager, you'll be responsible for the day-to-day leadership and performance of the service desk, including:
Leading, mentoring and developing the Service Desk team to deliver excellent external IT support across Careline365 products
Overseeing daily operations to ensure tickets are resolved in line with agreed SLAs and KPIs
Implementing, managing and continuously improving ITIL-aligned processes, including Incident, Request Fulfilment, Problem and Knowledge Management
Acting as the escalation point for major incidents, ensuring timely resolution and clear communication to stakeholders
Monitoring service performance, producing reports and sharing insights with senior management
Driving continual service improvement initiatives using data, feedback and industry best practice
Maintaining and improving the service catalogue and knowledge base
Managing resource planning, scheduling and capacity to meet business demand
Collaborating with other IT teams, third-party suppliers and the wider Careline365 business to ensure joined-up service delivery
Working closely with the Appello Service Desk Manager to maintain consistency across shared services

We're looking for a confident, people-focused leader with a strong background in service management and a passion for service excellence.
Essential experience and skills
Proven experience in a Service Desk Manager or similar IT service leadership role
Strong working knowledge of ITIL frameworks (ITIL v4 preferred)
Experience managing SLAs, KPIs and service performance reporting
Demonstrated ability to lead, motivate and develop teams in a fast-paced environment
Excellent incident and problem management skills
Strong stakeholder engagement, communication and reporting skills
ITIL certification (minimum Foundation)
Desirable
Experience within local housing, social care, telecare, property management or out-of-hours services
Broader leadership exposure and the ability to communicate effectively at all levels
A strong understanding of IT infrastructure, applications and end-user environments
ITIL Certification (expert)
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)., You'll bring a customer-first mindset, a proactive approach and a strong sense of ownership. You'll be resilient, adaptable and comfortable making decisions in a dynamic environment, with a genuine commitment to continuous improvement.

Start Date : 01/06/2026 - Please note that this role is subject to pre-employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
This role is a UK based role and any hybrid/remote work must also be within the UK.
For this role, you need 5mpbs upload and 15mpbs download internet speed
Perks :
233 hours of holiday rising with continuous service. This includes bank holidays on which you may work.
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends' discounts on our services & products
Pension Scheme, up to 3% Company matched
Free on-site parking