Hybrid Service Desk Manager

at Indra Group

• Job title: Service Desk Manager
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, PMP
• Location requirements: Hybrid, London, United Kingdom

About the role

• Service Desk Manager at Indra managing IT infrastructure operations and leading a Service Desk team. Ensuring service quality and continuous improvement for key operations with Transport for London.

Responsibilities

• Ownership of the end-to-end lifecycle of incidents, service requests and system faults, ensuring outstanding service quality, SLA compliance and continuous improvement.
• Oversee Major Incident Management and act as the escalation point for business-critical disruptions.
• Ensure accurate documentation, robust root-cause analysis and proactive Problem Management.
• Build, motivate and coach a high-performing, multicultural Service Desk team.
• Drive effective resource planning, knowledge sharing, succession planning and skills development.
• Serve as the primary operational contact for TfL, providing regular performance reporting and contributing to governance forums.
• Collaborate with internal teams, third-party suppliers and senior stakeholders to ensure seamless, end-to-end service delivery.
• Lead initiatives in process optimisation, automation and self-service to elevate end-user experience.
• Champion Lean IT and ITIL best practice to enhance service excellence and operational efficiency

Requirements

• Bachelor’s degree (or equivalent) in Computer Science, Engineering, IT Management or a related discipline.
• ITIL v3 or ITIL 4 Foundation (minimum); Intermediate/Managing Professional preferred.
• Desirable: Lean IT, Six Sigma, or Project Management certification (PRINCE2/PMP).
• Extensive experience in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
• Proven track record running large-scale Service Desk operations (500+ users, high-volume ticketing).
• Advantageous: experience within transport, public sector or critical-infrastructure contracts.
• Strong leadership and team-building capability with a hands-on, problem-solving mindset.
• Composed under pressure and effective in mission-critical settings.
• Excellent communication and stakeholder-management skills.
• Results-driven, proactive and committed to continuous improvement.

Benefits

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
• Pension – 4% employee and 4% employer
• Private medical insurance (including dental & optical)
• Life assurance
• Income protection
• Employee assistance programs
• Flexible/remote working options
• Charitable initiatives
• Social events (formal & informal)
• Learning and development programs
• Innovative & collaborative work environment