Are you a people-focused leader who thrives in fast-paced, customer-driven environments? We''re looking for a Head of Service Desk to join our award winning client on a permanent basis to lead their talented Service Desk teams and ensure the delivery of exceptional customer support.In this key role, you''ll oversee the day-to-day running of a 24/7 Service Desk, making sure customer SLAs and KPIs are met and exceeded: inspiring and coaching the team leaders and support staff, driving continuous improvement, and ensuring the smooth delivery of services to customers.You''ll act as a trusted point of escalation, keeping calm under pressure, communicating clearly, and helping your teams find solutions quickly and efficiently. You''ll play a key part in shaping how our client delivers outstanding service.What you''ll be doing:Lead, motivate, and develop the Service Desk teams to deliver top-tier support.Ensure SLAs and KPIs are consistently achieved.Manage rotas and workloads to keep 24/7 coverage running smoothly.Drive process improvements and promote a culture of continuous learning.Provide regular reporting and insight to senior leadership.Support new contract transitions and key operational initiatives.What we''re looking for:Proven experience managing a busy 24/7 Service Desk.Strong leadership, communication, and organisational skills.Passionate about customer service and team development.Skilled at problem-solving, prioritising, and staying calm under pressure.ITIL v4 certifi