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Head of Service Desks

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Head of IT Service Desks, Reading

Our strategic plan is to have multiple Service Desks across the globe enabling cultural and language alignment with our customers. We are a successful and expanding international IT Services company looking to hire a Head of IT Service Desks who will define the global strategy across all of ESP’s existing IT Service Desks.  ITIL qualified, you’ll be passionate about innovation and implementing best practice in service desk design and processes and will have relevant experience in working closely with Sales to solution new service desk opportunities.  This is a key role within our Senior Leadership Team and you will be accountable for all customer interactions through our service desks, ensuring that day to day operations run smoothly.  In addition, you will be responsible for ensuring that all SLAs are met or exceeded with quality targets being maintained and improved upon at all times.

What does the role involve?

  • Full accountability for the day to day operational delivery, quality and performance of all ESP IT Service Desks
  • People management and leadership to 50+ Service Desk employees around the world
  • Identifying and implementing innovative service and process improvements, leveraging technology and AI wherever possible to support continuous service improvement (CSIP)
  • Working alongside the Sales team to design and develop robust service desk solutions for new business opportunities
  • Onboarding and implementing new service desk solutions for new customers as required
  • Working alongside the Service Delivery team in order to understand, deliver and exceed customer expectations
  • Ensuring effective management and communication of live incidents no matter where they sit within the services lifecycle
  • Implementing and maintaining robust and effective processes for out of hours and emergency responses
  • Building and maintaining strong working relationship with peers throughout the company to ensure collaborative working practices?

What competencies / previous experience do you need to have to be considered?

  • 10+ years’ experience in managing and developing IT Service Desks across multiple locations (preferably with international exposure) and delivering Service Level Requirements of the customer
  • Strong and demonstrable track record of people management as well as developing talent and high performing teams in a large multi-site environment
  • Proven experience of leading and delivering service and process improvement programmes
  • Strong evidence of collaboration with sales teams developing sales solutions for new service desk opportunities
  • Demonstrable experience in supporting the ITIL Service Transition Process of Technology projects to IT Service Management functions, ideally with knowledge of project methodologies
  • Strong experience of risk and continuity management and demonstrable evidence of leadership in major incidents or crisis
  • Strong and demonstrable Service Management background, preferably ITIL Expert, and ideally managed services to ISO / IEC 20000 standards
  • Excellent managerial skills relating to leadership, motivation, organisation and communication
  • Commercially minded with proven stakeholder management skills

Interested? Please apply today for a quick response

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Jordan Farr

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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.

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