IT Service Desk Manager
Hybrid Working – Uxbridge - £50K per year
At APCOA, we're not just managing parking we're shaping the future of urban mobility. As technology continues to play an increasingly important role in our business, we're looking for an experienced and proactive IT Support/Service Desk Manager to lead our Service Desk function and help deliver an exceptional support experience for both our colleagues and clients across the UK.
This is a fantastic opportunity for a people-focused leader who thrives on driving service excellence, improving processes, and developing high-performing teams. You'll play a key role in ensuring our IT support operation runs efficiently, identifying opportunities for improvement, and helping to shape the future of IT service delivery within a fast-paced and growing organisation.
Working closely with the Head of IT and Infrastructure Manager, you'll be responsible for leading our Service Desk team, improving operational performance, and ensuring we consistently deliver a first-class support service.
What You'll Do
Lead and Develop the Service Desk Team
- Manage, mentor, and develop a team of 1st and 2nd Line Support Engineers.
- Create a positive, collaborative, and high-performing team culture.
- Conduct regular coaching, performance reviews, and development planning.
- Ensure appropriate resource planning and support coverage across operational hours.
Drive Service Excellence
- Oversee the day-to-day operation of the IT Service Desk.
- Ensure support requests are prioritised, managed, and resolved within agreed service levels.
- Monitor ticket queues, escalations, and workloads to ensure efficient service delivery.
- Maintain high levels of customer satisfaction across internal stakeholders & external clients.
Improve Performance and Reduce Recurring Issues
- Analyse data to identify trends, recurring incidents and opportunities for improvement.
- Work closely with technical teams to investigate root causes and implement long-term solutions.
- Drive problem management initiatives that reduce repeat incidents and improve user experience.
- Monitor and report on key performance indicators, service levels, and operational metrics.
Innovate and Optimise
- Continuously review and improve Service Desk processes, workflows, and ways of working.
- Introduce new technologies, automation tools and AI-driven solutions to improve efficiency and service quality.
- Champion best practice and support the ongoing maturity of IT service management.
Build Strong Relationships
- Act as a key escalation point for support-related issues.
- Lead stakeholder meetings and client service reviews.
- Work closely with internal departments and external clients to understand requirements and deliver excellent service.
- Communicate service performance, improvement plans, and key updates effectively.
What You'll Bring
- Proven experience managing an IT Service Desk, Helpdesk, or IT Support function.
- Experience leading and developing technical support teams.
- Strong understanding of IT support processes, ticketing systems, and service management principles.
- Excellent analytical skills with the ability to interpret data and identify improvement opportunities.
- Strong problem-solving and decision-making capabilities.
- Exceptional communication and stakeholder management skills.
- A customer-focused mindset with a passion for service excellence.
- Experience working within a multi-site or client-facing environment.
It Would Be Great If You Also Have
- ITIL Foundation certification (or higher).
- Experience within a managed service or customer-facing IT environment.
- Knowledge of infrastructure, networking, cloud technologies, and modern workplace solutions.
- Experience using service management platforms such as Zendesk, ServiceNow, Freshservice, or Jira.
- Exposure to automation technologies, data analytics, or artificial intelligence tools.
Why Join APCOA?
At APCOA, you'll join a business that is investing in technology, innovation, and digital transformation. You'll have the opportunity to influence how IT services are delivered across the organisation, work with talented colleagues, and make a real impact on both operational performance and customer experience. In return, we offer a supportive environment where your ideas are valued, your development is encouraged, and your contribution genuinely makes a difference.
What We Offer
- Competitive salary £50,000 per annum
- Hybrid working
- 25 days annual leave plus bank holidays
- Pension scheme
- Employee discount benefits
- Ongoing training and development opportunities
- The opportunity to be part of a growing and innovative organisation
If you're an experienced IT Support Manager looking for your next challenge and want to play a key role in driving service excellence within a technology-focused business, we'd love to hear from you.
Apply today and help shape the future of APCOA's IT services.