IT Service Desk Manager

Location: Hybrid (Glasgow or Netherlands)
Type: Full-Time, Permanent

About the Organisation

This opportunity is with a global, science-driven organisation operating across multiple sectors, including food, healthcare, and biotechnology. With a strong foundation built on innovation, sustainability, and a connected value chain, the business transforms animal-derived materials into valuable products that support global wellbeing and industry development.

Through its collaborative and integrated network of companies, the organisation delivers solutions across food processing, life sciences, and pharmaceutical manufacturing. Their teams are driven by shared expertise, innovation, and a commitment to continuous improvement that brings tangible impact to communities and consumers worldwide.

The Opportunity

As IT Service Desk Manager, you will be responsible for leading a global IT support function that ensures the smooth, 24/7 operation of critical systems and services. You will oversee the performance of 1st and 2nd line IT support teams, ensuring a responsive, customer-first approach, while contributing to ITIL process improvement and strategic service delivery across the organisation.

This role requires strong leadership and service management expertise. You will manage a team of 20+ IT professionals across various international locations and report directly to the Group IT Director. You’ll act as the voice of the user community within the IT leadership team and play a key role in deploying new technologies that enhance digital capability across the enterprise.

Key Responsibilities

• Lead and develop a globally dispersed IT Service Desk team, ensuring delivery of high-quality, consistent service.

• Oversee 1st and 2nd line support, including coordination with outsourced providers, to meet agreed service levels.

• Champion a proactive, customer-oriented support culture and promote continuous service improvement.

• Monitor service desk performance and KPIs, including response time, resolution rate, and user satisfaction.

• Identify opportunities for automation, knowledge base improvements, and service “shift-left” strategies.

• Collaborate with leadership to define and implement service desk best practices.

• Work with other IT functions to analyse recurring issues and implement long-term fixes.

• Ensure the adoption of scalable, innovative tools and methods that improve user experience and business outcomes.

• Act as a key liaison between IT and the wider business, communicating service changes, disruptions, and improvements.

• Support major incident resolution and bring a calm, coordinated approach to service recovery.

About You

You will bring proven experience in IT support leadership and a strong track record of delivering service excellence in complex, multi-site environments.

Essential Skills & Experience:

• Significant experience managing IT service desks or technical support teams.

• Strong understanding of ITIL framework and service delivery principles.

• Ability to manage vendors, budgets, and internal stakeholders effectively.

• Experience using service desk platforms and ticketing systems.

• Demonstrated success leading dispersed teams and supporting 24/7 service models.

• Calm, methodical, and solution-focused under pressure.

• Commercially aware and capable of aligning IT delivery to wider business value.

How to Apply

If this sounds like the next step in your IT leadership journey, we’d love to hear from you. Please apply today and Sophie from Nine Twenty will be in touch.