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IT Service Desk Lead / ITSM Implementation
Manchester – Hybrid, 2 days in the office (M1 Postcode)
£350 - £400 (Inside IR35)
Contract to 31st March 2026
Morson Group are working with a public sector organisation to recruit a highly capable and hands-on Service Desk Transformation Lead to deliver two strategic initiatives within their Digital, Information & Technology (DIT) team:
1. Implementing recommendations from a recent review of the Service Desk.
2. Replacing the current ITSM platform with Atlassian Jira ITSM, ensuring a seamless and value-driven transition.
Key Responsibilities:
• Design and formalise SLAs and define 1st/2nd/3rd line support boundaries across service requests, incidents, and training needs.
• Set up and maintain standardised reporting and dashboards on key service desk metrics and KPIs.
• Document and train staff on core Standard Operating Procedures (SOPs), including triage, incident, and problem management, Service request and Change management.
• Using a ‘test n learn’ approach, configure and implement a new ITSM system using Atlassian Jira to reflect the designed new ITIL processes and a service catalogue.
• Significant knowledge and experience of using the ITIL framework and standards to the delivery of IT infrastructure services.
• Experienced in establishing high performing teams and engaging staff in effective delivery of services.
• Building a scalable, technically adept IT Support team that is underpinned by customer focused culture
You will not be directly line managing the team of 1st and 2nd line support analysts, but will be focused on work management, ensuring the team are onboard with change.
• The role will require 2 days per week onsite in Manchester (more if desired) due to the nature of the role.
• Interviews will be held on 16th May with a view to start 27th May or 2nd June.
• All candidates must be eligible to work in the UK. Unfortunately, our client is not offering sponsorship.
