57,433 per annum, 35 hour working week, on-site Monday-Friday working pattern and other benefitsHays Technology are working in partnership with a large public sector organisation to recruit an IT Service Desk Manager on a permanent basis. Our client is modernising the way they deliver technology services and are looking for a confident, customer-focused, technically experienced IT Service Desk Manager to lead a team of 1st and 2nd Line IT Support staff through this next phase of improvement and innovation.This is your opportunity to take ownership of a high-performing team, drive a culture of service excellence, and play a pivotal role in enhancing the IT experience for more than 1,000 colleagues across this organisation. Key responsibilities include:Coaching and developing a skilled team of Service Desk Analysts and Technical Service Engineers.Acting as the senior point of escalation for complex support queries.Embedding a proactive, data-driven approach to service improvement - monitoring key metrics like ticket volumes, resolution times, and customer satisfaction.Supporting the adoption of automation and self-service tools to create efficiencies.Building strong working relationships with suppliers, ensuring robust contract management.Ensuring consistent service delivery across multiple sites, including remote and on-site support.In order to apply for the role, you must have the following skills and experience: Proven experience in leading IT support teams - across both ..... full job details .....