Service Desk Manager

About The Role

FDM is a global business and technology consultancy seeking a Service Desk Manager to work for our client within the government sector. This is initially a 12 month contract with the potential to extend and will be a fully office based role that will be based in St Helens.
Our client is seeking an experienced, energetic and customer focused Service Desk Manager to lead their ICT Service Desk through an important period of service improvement and transformation. The Service Desk is the front door into ICT for colleagues across the organisation, so this role needs visible, hands on leadership. You will make sure incidents and service requests are managed well, keep customer communication clear and drive delivery against agreed service standards. The ICT function is moving its IT Service Management to Sunrise ITSM and building more consistent ITIL aligned ways of working. That gives you a real chance to shape how the Service Desk runs and how the new platform is adopted. You will task manage a team of six Service Desk analysts, many of whom are early in their careers, and help them improve how they handle tickets and escalate issues. You will get a dedicated desk, free parking close to the train station and a choice of Mac or Windows device.
Responsibilities:

Provide visible day to day leadership to the Service Desk team, setting clear priorities, managing workloads and rotas, and coaching team members in their development.
Make sure incidents are logged, categorised, prioritised and assigned correctly. Monitor queues, ageing tickets and SLA performance, and act on tickets at risk of breaching.
Coordinate the operational response to major ICT incidents, including engaging technical teams and suppliers, keeping stakeholders updated and supporting post incident reviews.
Oversee service request fulfilment, find delays and bottlenecks, and standardise repeatable processes.
Spot recurring incidents and trends, and work with technical teams to drive root cause analysis and permanent fixes.
Produce clear operational reporting on volumes, SLA achievement, backlog, first contact resolution and customer satisfaction, and use it to drive improvement.
Develop knowledge management and self service so that first contact resolution goes up and avoidable demand goes down.
Play an active role in implementing and adopting Sunrise ITSM, including workflows, categories, SLA configuration, dashboards and User Acceptance Testing.
Build strong working relationships with infrastructure, systems, cyber security and other ICT resolver teams, as well as with external suppliers.

About You

Minimum of 3 years' experience managing or leading an ICT Service Desk, IT support function or comparable technology support service.
Experience managing and developing people in a busy operational environment.
Practical understanding and application of ITIL and IT Service Management principles.
Experience managing incidents, major incidents, escalations, service requests, SLAs, KPIs, ticket queues and backlogs.
Experience using an enterprise Service Desk or ITSM platform. 
Strong customer service and stakeholder communication skills, with a positive, can do attitude and the confidence to push the team where needed.
Ability to use operational data and trends to find problems and drive measurable improvement. 
Desirable: ITIL 4 Foundation or higher, experience with Sunrise ITSM, Power BI or similar reporting tools, Microsoft 365, Entra ID and Intune, ISO/IEC 20000 or 27001, and public sector ICT experience.

About UsFDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’. 
 
Diversity and Inclusion
 
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
 
Why join us

Career coaching, mentoring and access to upskilling throughout your entire FDM career
Assignments with global companies and opportunities to work abroad
Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
Annual leave and work-place pension