Service Desk Manager Jobs

Service Desk Manager

BRE

Location:
United Kingdom , Watford

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

40000.00 - 50000.00 GBP / Year

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Job Description:

Ready to lead the frontline of technology support at an organisation shaping the future of the built environment? At BRE, we’re looking for an experienced and driven Service Desk Manager to take ownership of our IT service desk, delivering outstanding support while continuously improving how technology empowers our people. This is a hands-on leadership role where you’ll combine strategic thinking, people management, and operational excellence to ensure a seamless IT experience across the organisation. Help BRE make buildings safer and more sustainable! BRE aims to be the world’s leading innovation, science and data hub for the built environment. For more than a century, we have provided government and industry with cutting-edge research and testing. Join us to help deliver products, advice, services, standards and qualifications used around the globe to make buildings better for people and the environment. Through science-led solutions to urgent challenges, we will build a thriving and sustainable world.

Job Responsibility:

Manage the day-to-day operation of the IT Service Desk, ensuring effective handling of incidents and service requests
Lead and coordinate the Service Desk team, allocating workload and monitoring performance against SLAs and KPIs
Act as an escalation point for complex or high-impact technical issues
Oversee incident and request management processes, including root cause analysis and lessons learned
Ensure IT service delivery aligns with ITIL best practice and organisational policies
Drive continuous improvement of service desk processes, tools, and knowledge management
Maintain a strong focus on service quality, user satisfaction, and effective stakeholder communication
Produce and review performance reports, ticket trends, and service metrics to support decision-making

Requirements:

Proven experience managing or leading an IT Service Desk or similar IT support function
Strong working knowledge of ITIL frameworks and service management best practice
Experience overseeing incident and request management processes, including escalations and root cause analysis
Ability to manage service performance against SLAs and KPIs, using data and reporting to drive improvement
Experience producing clear, accurate performance reports and service insights for stakeholders
Working knowledge of endpoint and device management tools (e.g. SCCM, Intune)
Strong operational focus with the ability to balance day-to-day service delivery and continuous improvement
Experience contributing to knowledge management, documentation, and process development
Effective communication skills to engage with technical teams and non-technical stakeholders

What we offer:

Pension scheme – 5% employer-matched contribution
Life assurance – 4x your basic salary
Enhanced maternity package
HealthPartners cashback scheme – Reclaim costs on prescriptions, physiotherapy, dental care, and more
Onsite facilities – Restaurant, nursery, and free parking, including at-cost EV charging points
Learning & development – Free access to BRE Academy and our online learning platform
Professional membership reimbursement

Additional Information:

Job Posted:
December 28, 2025

Expiration:
January 04, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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