Service Desk Manager

Job Description

GAP Group is one of the UK’s leading equipment hire providers, known for its stability, strong reputation, and investment in technology and people.

The organisation is modernising its technology services to support product led initiatives, operational efficiency, and enhanced customer experience. The Service Desk is a critical first point of contact for IT services, supporting employees and ensuring seamless operations across the business. This is a new created opportunity for a Service Desk Manager to join us during an exciting period of change.

As the Service Desk Manager, you will lead, coach and inspire the team, monitoring and reporting key service metrics and driving continuous improvement initiatives to enhance service delivery, user satisfaction and operational efficiency.

What You’ll Be Doing

• Managing and leading the Service Desk Team ensuring first class IT support is delivered to internal stakeholders
• Oversee incident, request and problem management within agreed SLAs, acting as the escalation point for complex and high priority incidents
• Track, analyse and report on key service desk metrics, identifying trends, risks and areas for improvement
• Work closely with IT leadership, business stakeholders and external vendors to ensure service desk alignment with business needs
• Provide regular updates to IT leadership on performance, challenges and improvement plans

About You

What we’re looking for:

• Proven experience of managing a Service Desk or IT Support Team within a medium to large sized organisation
• Strong understanding of ITIL processes alongside a relevant ITIL qualification (minimum Foundation level)
• Demonstrable experience in driving process improvement and service excellence
• Experienced in monitoring, reporting and analysing IT service metrics
• A background in managing multi site or hybrid support operations would be highly desirable as would familiarity with SaaS, ERP and cloud environments
• Strong stakeholder management skills

About Us

About GAP and What We Offer

As a Service Desk Manager, you’ll be joining an industry leader that’s growing and genuinely committed to your success. At GAP, we’re proud to be the UK’s leading equipment hire provider-supporting projects big and small across construction, infrastructure, events, and more. With nearly 200 locations nationwide and a wide range of specialist divisions, we offer exciting opportunities in everything from Plant and Tools to Lifting, Survey, Environmental, and Event Services.

As a family run business with over 50 years of experience, we believe in doing things the right way. That means:

• More investment in our equipment than anyone else in the industry, so you work with the best tools in the game
• Remaining fully independent, which lets us make agile, long term decisions that support your success
• Offering real career growth, training, and development from day one
• Support that values you – from generous holidays to Life Assurance and Health & Wellness Support

Whether you’re hands on or customer focused, there’s a place for you at GAP where your work makes a difference.

We’re proud to be an Equal Opportunities employer and embrace the unique contributions each individual brings.