Lead a high‑performing service desk, drive continual improvement and play a key role in delivering outstanding IT support for Careline365 customers.
Oversee daily operations to ensure tickets are resolved in line with agreed SLAs and KPIs.
Implement, manage and continuously improve ITIL-aligned processes, including Incident, Request Fulfilment, Problem and Knowledge Management.
Act as the escalation point for major incidents, ensuring timely resolution and clear communication to stakeholders.
Monitor service performance, producing reports and sharing insights with senior management.
Collaborate with other IT teams, third‑party suppliers and the wider Careline365 business to ensure joined‑up service delivery.

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).

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.

Service Desk Manager

Key skills