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Service Desk Manager

Hargreaves Lansdown
Closing date
17 Sep 2021

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Technology & New Media
Contract Type
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Are you an experienced Service Desk Manager keen to manage a 1st Line Support team in a FTSE 100 company? Do you have strong leadership and management skills and able to coach and develop Service Desk Analysts to become 2nd/3rd Line Engineers? Do you want to be part of an exciting Service Management Transformation and work in a team creating and shaping ways of working? Could you tackle the challenges of working in a fast paced, busy and highly regulated environment?

As the Service Desk Manager, you'll work in a department that is responsible for supporting the IT services which support our 2000+ colleagues and over 1.6million clients. Enabling HL to deliver change in a fast paced environment and thrive at scale, whilst delivering a 'best in class' service. You will work closely with our IT support teams and build relationships with key stakeholders as well as using performance metrics to ensure continuous improvement.

Reporting to the Head of IT Support, the Service Desk Manager will manage 2 Team Leaders and oversee a team of Service Desk Analysts. You will be responsible for ensuring the Service Desk is continually improving, adhering to service management processes, and meeting SLAs. You will be introducing automation, reviewing and reporting MI and planning for high volume events.

  • Make data driven decisions, using ServiceNow tickets and survey feedback to develop strategies for continuous improvement and shift-left
  • Responsible for implementing, reporting, and analysing performance metrics such as SLAs and KPIs
  • Effectively manage, develop, and train the Service Desk team, including career development plans, 121s and annual reviews
  • Ensure all processes used by the Service Desk are adhered, documented, and continually reviewed
  • Work with IT Managers and business stakeholders to drive Continual Service Improvement
  • Utilise excellent customer service skills and exceed customers' expectations
  • Ensure internal knowledge base is being updated and utilised by Service Desk Analysts Develop end user Self Service capability tools such as self-help, support guides, FAQ's etc
  • Make Service Desk the single point of contact (SPoC) for all IT issues and requests
  • Introducing better ways of working including automation and process improvements
  • Monitor Service quality levels, overseeing diverse and complex client service events that require drive and focus to resolve
  • Developing a complete understanding of Hargreaves Lansdown's business, systems and processes
  • Act as the link between 2nd/3rd line teams and the service desk during major incidents, making sure all teams are aware of impact and situation


  • A solid understanding of ITIL (ITIL foundation is desirable)
  • Knowledge and understanding of best practices for service management and all relevant industry standards

  • Previous Service Desk Manager experience
  • Leading a highly motivated and high performing team who can operate efficiently; effectively; productively and cost effectively
  • Experience managing ITSM tools such as ServiceNow

  • Excellent customer relations skills
  • Coaching skills and experience of applying different models
  • Ability to balance and plan the short-term actions of the team
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders
  • The ability to manage time effectively while setting the tone of the team through modelling

Who you are:
  • Keen to take initiative
  • Friendly and positive attitude
  • Reliable and trustworthy
  • Collaborative and community focused

Why Hargreaves Lansdown

Here at Hargreaves Lansdown, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

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