IT Service Desk Manager-Inside IR35

We are seeking an experienced Service Desk Manager to lead and modernise a busy IT support function within a charity environment. This role will focus on driving the transition to a more structured, first-line support model, improving processes, and supporting the rollout and optimisation of the Halo ITSM platform. You will play a key role in embedding best practices, improving documentation, and ensuring the Service Desk operates efficiently as a true first-line function, working closely with Infrastructure, Digital, and Project teams. Key Responsibilities Lead, manage, and develop the Service Desk team, ensuring high-quality first-line IT support across the organisation Drive the adoption and optimisation of the Halo ITSM platform, supporting the transition to a modern service management approach Clearly define and embed first-line support responsibilities, ensuring appropriate escalation to Infrastructure for advanced issues Improve service desk processes, reducing inefficiencies and eliminating reliance on informal knowledge or duplicated effort Introduce and maintain robust documentation, knowledge base articles, and standard operating procedures Monitor ticket volumes, trends, and performance, ensuring SLAs and service standards are met Collaborate closely with Project Managers to support ongoing system and service improvements, ensuring the Service Desk contributes effectively to project delivery Manage relationships with third-party support providers Oversee support for core business systems including Microsoft 365 (Outlook, distribution lists), retail and ticketing systems, and back-office applications Act as a key liaison between Service Desk, Infrastructure, and more technical teams (e.g. Digital/Website teams) Support a cost-conscious environment, ensuring efficient use of resources and continuous service improvement Environment & Technology Microsoft 365 (Outlook, Exchange, distribution lists) Halo ITSM platform Azure (hybrid environment with legacy and finance applications across cloud and on-premise) Retail and ticketing systems Mix of in-house and third-party supported services Skills & Experience Proven experience managing a Service Desk or IT support function Strong understanding of ITIL principles and service management best practices Experience implementing or managing ITSM tools (ideally Halo or similar) Ability to drive process improvement and organisational change Strong stakeholder management skills, with experience working alongside infrastructure, project, and third-party teams Solid understanding of Microsoft 365 and typical end-user support environments Awareness of Azure and hybrid environments (not necessarily deep technical ownership) Experience within a charity, retail, or customer-facing environment is desirable