As our Service Desk Manager, you'll lead a small, expert team that keeps Help for Heroes running smoothly every day, making sure colleagues can access the tools, systems and support they need to deliver life-changing support for the Armed Forces community. You will:

Lead day-to-day service desk operations, ensuring tickets are prioritised well, progressed promptly and communicated clearly through to resolution.
Act as the escalation point for high-impact incidents, coordinating response and ensuring clear updates for colleagues.
Use service performance reporting to spot trends and drive continuous improvement.
Own and embed strong IT service management practices across incident, problem and change, including chairing the Change Advisory Board.
Line manage and develop the service desk team, creating a positive, resilient culture with clear expectations, coaching and support.
Lead service improvements and small operational projects, supporting procurement and the smooth onboarding of new services into business as usual., Bring a customer-first mindset and communicate clearly, building trust and managing expectations with empathy.
Stay calm under pressure, taking ownership of escalations and coordinating effective incident response.
Enjoy coaching and developing others, creating a positive, resilient team culture.
Use insight and service performance data to spot trends, prioritise improvements and strengthen ways of working.
Have a solid understanding of IT service management and a practical approach to continuous improvement.

Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
29 days' annual leave plus 8 bank holidays, regardless of service - plus your birthday off to celebrate!
Opportunity to buy and sell up to 5 days annual leave per year.
Added to our free health scheme from day one, including discount on dental, opticians, massages, and more - with the option to upgrade.
3 volunteer days per year to support the Help for Heroes community.
A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member.

21 Full time Executive / Management / Consulting jobs in Salisbury