Service Desk Manager

Role: Service Desk Manager

Location: Mainly Remote with occasional on-site attendance required.

Clearances: Internal Background Check (DBS) / Eligible for Security Clearance

About Us:

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. 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.

About You:

You are a motivated and adaptable professional with a strong analytical mindset and a passion for using technology to solve real-world problems. You enjoy working in collaborative, agile teams and take pride in delivering high-quality solutions that make a tangible impact. With strong communication skills and a consultative approach, you’re comfortable engaging with clients, understanding their needs, and translating them into effective outcomes.

About the Role

We are seeking an experienced Service Desk Manager with 5+ years of hands-on leadership experience to oversee a mature support service environment. You will manage the end-to-end service desk function supporting approximately 400+ technical end-users (primarily analysts) while coordinating closely with resolver groups across Cloud and Software Engineering teams.

You will take immediate ownership of the triage process, ensure first-line issues are resolved efficiently and leverage your technical acumen to know precisely when and how to escalate complex tickets to specialist engineering teams.

Key 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.

Essential Qualifications & Experience

• Experience: 5+ years managing a busy, mature Service Desk function.
• Security Clearance: Active UK SC Clearance (minimum requirement).
• Platform Expertise: Advanced knowledge of Jira (Incident/Service Management) with a proven track record of aligning Jira workflows to operational needs quickly.
• Environment: Experience supporting technical end-users (analysts, engineers) and interfacing directly with Cloud and Software Development resolver groups.
• Incident Leadership: Strong judgment in triaging, first-line fixing, and escalating specialist issues.

Desirable Skills

• Experience administering AWS products, particularly AWS Workspaces.
• ITIL certification or strong working knowledge of ITIL frameworks.

What We Offer:

• Competitive Salary
• 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

Diversity and Inclusion

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.