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About the Role
We are seeking an experienced Service Desk Manager with 5+ years of leadership experience to oversee a mature support service environment for over 400 technical end-users. You will manage the end-to-end service desk function, coordinate with Cloud and Software Engineering teams, own the triage process, and ensure efficient resolution of first-line issues.
Responsibilities
- Lead and optimise the daily operations of a fast-paced, mature Service Desk supporting 400+ end-users.
- Own the triage process, driving immediate improvements to first-contact resolution, incident management and ticket routing.
- Oversee first-line support operations, taking direct responsibility for incident resolution, and reporting and monitoring SLA performance.
- Manage escalation pathways to higher-tier resolver groups within Cloud and Software Engineering teams without creating bottlenecks.
- Rapidly adapt to and manage the Jira environment, optimising workflows, queues and reporting to fit the service's specific operational context.
- Maintain high satisfaction levels across a technical user base composed mainly of data and systems analysts.
Requirements
- 5+ years managing a busy, mature Service Desk function.
- Active UK SC Clearance (minimum requirement).
- Advanced knowledge of Jira (Incident/Service Management) with a proven track record of aligning Jira workflows to operational needs quickly.
- Experience supporting technical end-users (analysts, engineers) and interfacing directly with Cloud and Software Development resolver groups.
- Strong judgment in triaging, first-line fixing, and escalating specialist issues.
Skills
- Experience administering AWS products, particularly AWS Workspaces.
- ITIL certification or strong working knowledge of ITIL frameworks.
Location
- Mainly Remote
- Occasional on-site attendance required
Work Type
- Remote
- On-site
Experience Level
- 5+ years
Salary/Compensations
- Competitive Salary
Benefits
- Bonus Scheme
- Private Healthcare Insurance
- 25 Days Annual Leave + Bank Holidays
- Up to 10 days allocated for development training per year
- Enhanced Parental Leave
- Paid Fertility Leave (5 Days)
- Contributory Pension
- EAP with Help@Hand
- Gym Membership Benefits
- Flexible Benefits Allowance
- Cycle to Work and Electric Vehicle schemes
- Flexible Working
- Annual Away Days/Company Socials
About the Company
- Solirius Reply part of the Reply Group is a technology consultancy and digital transformation partner that helps organisations solve complex challenges through strategy, design, engineering, and delivery.
- We work closely with our clients to deliver secure, accessible, user-focused services that evolve with their needs.
- By combining deep technical expertise with people-centred design, we create solutions that deliver meaningful, lasting impact.
- Our consultants partner directly with client teams, embedding into organisations to understand their goals, challenges, and users.
- This collaborative approach enables us to deliver tailored solutions that drive measurable outcomes across public and private sectors.
- Past and present clients include the Ministry of Justice, Department for Education, Ministry of Housing, Communities and Local Government, UEFA, International Olympic Committee, and Mercedes-Benz.
- Our services span the full digital delivery lifecycle, including architecture, engineering, delivery management, user-centred design, business analysis, data, DevOps, and AI.
- We operate as a collaborative and inclusive organisation that empowers our people to take ownership, innovate, and develop their expertise.
Equal Opportunity
- As an equal opportunities employer, we are committed to encouraging equality, diversity, and social mobility, while creating opportunities for our teams to work on meaningful projects that deliver lasting impact.
- As an equal opportunities employer, we are committed to creating a work environment that supports, celebrates, encourages and respects all individuals, where all processes are based on merit, competence and business needs.
- Encouraging high social mobility is really important to us.
- We foster an inclusive culture by welcoming different perspectives, enabling equitable opportunities and promoting open dialogue.
- This commitment is reflected in initiatives such as our gender diversity group and our focus on mental health and wellbeing.
- Whatever stage you are at, you will find an environment where you can thrive.
- Should you require further assistance or require any reasonable adjustments to be put in place to better support your application process, please do not hesitate to raise this with us.
- As a Disability Confident employer, we are committed to ensuring our recruitment process is accessible and inclusive, enabling all candidates to demonstrate their skills, experience and potential.