Full job descriptionWe are seeking an experienced Service Desk Manager to lead and modernise a busy IT support function within a charity environment. This role will focus on driving the transition to a more structured, first-line support model, improving processes, and supporting the rollout and optimisation of the Halo ITSM platform.
You will play a key role in embedding best practices, improving documentation, and ensuring the Service Desk operates efficiently as a true first-line function, working closely with Infrastructure, Digital, and Project teams.
Key Responsibilities
*Lead, manage, and develop the Service Desk team, ensuring high-quality first-line IT support across the organisation
*Drive the adoption and optimisation of the Halo ITSM platform, supporting the transition to a modern service management approach
*Clearly define and embed first-line support responsibilities, ensuring appropriate escalation to Infrastructure for advanced issues
*Improve service desk processes, reducing inefficiencies and eliminating reliance on informal knowledge or duplicated effort
*Introduce and maintain robust documentation, knowledge base articles, and standard operating procedures
*Monitor ticket volumes, trends, and performance, ensuring SLAs and service standards are met
*Collaborate closely with Project Managers to support ongoing system and service improvements, ensuring the Service Desk contributes effectively to project delivery
*Manage relationships with third-party support providers
*Oversee support for core business systems including Microsoft 365 (Outlook, distribution lists), retail and ticketing systems, and back-office applications
*Act as a key liaison between Service Desk, Infrastructure, and more technical teams (e.g. Digital/Website teams)
*Support a cost-conscious environment, ensuring efficient use of resources and continuous service improvement
Environment & Technology
*Microsoft 365 (Outlook, Exchange, distribution lists)
*Halo ITSM platform
*Azure (hybrid environment with legacy and finance applications across cloud and on-premise)
*Retail and ticketing systems
*Mix of in-house and third-party supported services
Skills & Experience
*Proven experience managing a Service Desk or IT support function
*Strong understanding of ITIL principles and service management best practices
*Experience implementing or managing ITSM tools (ideally Halo or similar)
*Ability to drive process improvement and organisational change
*Strong stakeholder management skills, with experience working alongside infrastructure, project, and third-party teams
*Solid understanding of Microsoft 365 and typical end-user support environments
*Awareness of Azure and hybrid environments (not necessarily deep technical ownership)
*Experience within a charity, retail, or customer-facing environment is desirable