Service Desk Manager

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

Job Summary

The Service Desk Manager will lead and manage the 1st Line Support Team, ensuring the effective and efficient delivery of IT support services to internal and external stakeholders. The role involves overseeing service desk operations, maintaining service levels, and driving continuous improvement within the support function. The successful candidate will work within ITIL best practices, ensuring compliance, performance monitoring, and customer satisfaction across all service delivery activities.

Key Accountabilities

• Lead and support the 1st Line IT Support team.
• Oversee daily service desk operations and ticket management.
• Ensure SLAs and service performance targets are achieved.
• Manage Priority One incidents and drive issue resolution.
• Identify and implement service improvements.
• Maintain strong stakeholder and vendor relationships.
• Ensure compliance with ITIL standards, security policies, and best practices.

About you:

Essential

• Proven experience in managing a service desk or IT support function.

• Strong leadership, communication, and interpersonal skills.

• Demonstrated knowledge of ITIL and service management frameworks.

• Experience with performance monitoring, KPI tracking, and SLA management.

• Ability to manage high-pressure incidents and escalate appropriately.

• Familiarity with vendor management and third-party service delivery.

Desirable

• ITIL Foundation (or higher) certification.

• Experience with ITSM tools such as ServiceNow, Freshservice, or similar.

• Understanding of information security principles and compliance frameworks (e.g., ISO27001, GDPR).

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

To find out more information about what its like to work for us and our benefits, visit our website

Evolve is an Equal Opportunity Employer