Service Desk Manager

As a Service Desk Manager, you will lead the delivery of exceptional technology support that keeps our pubs, breweries and teams running smoothly, while driving continuous improvement across our service operation. You’ll work in a fast-paced, people-first environment where you guide our 1st and 2nd line teams, oversee incident management and partner closely with technology colleagues across the business.

Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.  

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career. 
• Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them!
• Wagestream – access your wage before payday for when life happens.
• Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…

As Service Desk Manager, you will…

• Lead and develop a team of 1st and 2nd line analysts, ensuring service excellence and a customer-first approach.
• Drive the performance of the service desk, using KPIs, SLAs and trend analysis to identify improvements.
• Act as the escalation point for complex issues and major incidents, ensuring clear and timely communication.
• Champion continuous improvement by refining processes, enhancing knowledge content and promoting self‑service.
• Build strong relationships with internal technology teams and external partners to deliver seamless support.

What you’ll bring…

• Strong leadership experience managing service desk or technical support teams.
• Excellent communication, relationship-building and customer service skills.
• A solid understanding of ITIL practices and incident management.
• Ability to analyse performance trends and drive operational improvements.
• Experience working with service desk tools and managing escalations in a busy environment.