Service Desk Manager - 12 month FTC Digital Services (IT) · Watford

BRE Group; Watford; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading built environment organization in Watford is seeking an experienced Service Desk Manager to oversee the IT service desk. In this hands-on leadership role, you will manage daily operations and improve service delivery while ensuring outstanding support and user satisfaction. Key qualifications include ITIL knowledge and service management experience. The position offers a competitive salary with a comprehensive benefits package designed for career development and personal well-being.

Benefits

5% employer-matched pension scheme

Life assurance up to 4x salary

Learning & development access

Qualifications

• Proven experience managing an IT Service Desk or similar function.
• Strong knowledge of ITIL frameworks and service management best practices.
• Experience with incident and request management processes.

Responsibilities

• Manage the day-to-day operation of the IT Service Desk.
• Lead and coordinate the Service Desk team.
• Act as an escalation point for complex technical issues.

Skills

ITIL frameworks

Service Desk management

Performance reporting

Communication skills

Incident management

Endpoint management

Tools

SCCM

Intune

Job description

Ready to lead the frontline of technology support at an organisation shaping the future of the built environment? At BRE, we’re looking for an experienced and driven Service Desk Manager to take ownership of our IT service desk, delivering outstanding support while continuously improving how technology empowers our people. This is a hands‑on leadership role where you’ll combine strategic thinking, people management, and operational excellence to ensure a seamless IT experience across the organisation.

Help BRE make buildings safer and more sustainable!

BRE aims to be the world’s leading innovation, science and data hub for the built environment. For more than a century, we have provided government and industry with cutting‑edge research and testing. Join us to help deliver products, advice, services, standards and qualifications used around the globe to make buildings better for people and the environment. Through science‑led solutions to urgent challenges, we will build a thriving and sustainable world.

Your role at BRE

• Manage the day‑to‑day operation of the IT Service Desk, ensuring effective handling of incidents and service requests
• Lead and coordinate the Service Desk team, allocating workload and monitoring performance against SLAs and KPIs
• Act as an escalation point for complex or high‑impact technical issues
• Oversee incident and request management processes, including root cause analysis and lessons learned
• Ensure IT service delivery aligns with ITIL best practice and organisational policies
• Drive continuous improvement of service desk processes, tools, and knowledge management
• Maintain a strong focus on service quality, user satisfaction, and effective stakeholder communication
• Produce and review performance reports, ticket trends, and service metrics to support decision‑making

What we are looking for

• Proven experience managing or leading an IT Service Desk or similar IT support function
• Strong working knowledge of ITIL frameworks and service management best practice
• Experience overseeing incident and request management processes, including escalations and root cause analysis
• Ability to manage service performance against SLAs and KPIs, using data and reporting to drive improvementExperience producing clear, accurate performance reports and service insights for stakeholders
• Working knowledge of endpoint and device management tools (e.g. SCCM, Intune)
• Strong operational focus with the ability to balance day‑to‑day service delivery and continuous improvement
• Experience contributing to knowledge management, documentation, and process development
• Effective communication skills to engage with technical teams and non‑technical stakeholders

BRE Benefits

At BRE, we offer a competitive salary, reviewed annually, along with a comprehensive benefits package designed to support your financial security, well‑being, and career development.

Financial & Security Benefits

• Pension scheme – 5% employer‑matched contribution
• Life assurance – 4x your basic salary
• Enhanced maternity package

Health & Wellbeing

• HealthPartners cashback scheme – Reclaim costs on prescriptions, physiotherapy, dental care, and more
• Onsite facilities – Restaurant, nursery, and free parking, including at‑cost EV charging points

Career Development

• Learning & development – Free access to BRE Academy and our online learning platform
• Professional membership reimbursement

For full details on our benefits, visit BRE Employee Benefits.

Work Location Options

On‑Site – This role requires full‑time presence at our Watford office. You must live within a commutable distance.

Our Recruitment Process

Closing date – 4th January 2026

Candidate Review – Week Commencing 5th January 2026

Our specialist hiring team will review all applications and shortlist candidates. We’ll then update you on the outcome of your application.

First Stage Interviews – week commencing 12th January

If shortlisted, we will invite you to a virtual or in‑person interview.

Second Stage Interviews – week commencing 2nd February 2026

If successful in the first stage, you will be invited to a virtual or in‑person second‑stage interview.

Note to Employment Agencies

At BRE, we value the relationships we have built with our preferred recruitment partners. We do not accept unsolicited CVs from employment agencies. Any CVs submitted directly to a BRE employee or hiring manager without a signed BRE Employment Agency Agreement and an active engagement for the specific role will be considered unsolicited. In such cases, no fees will be payable should the candidate be hired through this or any other means.

Equal Opportunities Statement

BRE is an equal opportunities employer. We assess all qualified applicants based on merit and do not discriminate on the grounds of race, colour, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristics.