IT
Service Desk Manager
Head Office - IT
Service Desk Manager
Permanent Full Time
United Kingdom, Scotland, Head Office
1
40.00
GAP Group is one of the UK's leading equipment hire providers, known for its stability, strong reputation, and investment in technology and people.
The organisation is modernising its technology services to support product-led initiatives, operational efficiency, and enhanced customer experience. The Service Desk is a critical first point of contact for IT services, supporting employees and ensuring seamless operations across the business. This is a new created opportunity for a Service Desk Manager to join us during an exciting period of change.
As the Service Desk Manager, you will lead, coach and inspire the team, monitoring and reporting ok key service metrics, and driving continuous improvement initiatives to enhance service delivery, user satisfaction and operational efficiency.
What You'll Be Doing
• Managing and leading the Service Desk Team ensuring first-class IT support is delivered to internal stakeholders
• Oversee incident, request and problem management within agreed SLAs acting as the escalation point for complex and high-priority incidents
• Track, analyse and report on key service desk metric identifying trends, risks and areas for improvement
• Work closely with IT leadership, business stakeholders and external vendors to ensure service desk alignment with business needs
• Provide regular update to IT leadership on performance, challenges and improvements plans
What We're Looking for
• Proven experience of managing a Service Desk or IT Support Team within a medium to large sized organisation
• Strong understanding of ITIL processes alongside a relevant ITIL qualification (minimum Foundation level)
• Demonstrable experience in driving process improvement and service excellence
• Experienced in monitoring, reporting and analysing It service metrics
• A background in managing multi-site or hybrid support operations would b highly desirable as would familiarity with SaaS, ERP and cloud environments
• Strong stakeholder management skills
About GAP and What We Offer
As a Service Desk Manager, you'll be joining an industry leader that's growing and genuinely committed to your success. At GAP, we're proud to be the UK's leading equipment hire provider—supporting projects big and small across construction, infrastructure, events, and more. With nearly 200 locations nationwide and a wide range of specialist divisions, we offer exciting opportunities in everything from Plant and Tools to Lifting, Survey, Environmental, and Event Services.
As a family-run business with over 50 years of experience, we believe in doing things the right way. That means:
• More investment in our equipment than anyone else in the industry, so you work with the best tools in the game
• Remaining fully independent, which lets us make agile, long-term decisions that support your success
• Offering real career growth, training, and development from day one
• Support that values you – from generous holidays to Life Assurance and Health & Wellness Support
Whether you're hands-on or customer-focused, there's a place for you at GAP where your work makes a difference. If you're up for the challenge and want to feel valued at work, then we'd love to hear from you! Ready to get started? Upload your CV and complete our short application—we'll take it from there.
We're proud to be an Equal Opportunities employer and embrace the unique contributions each individual brings.
GAP Hire Solutions is the UK’s largest independent equipment rental company, hiring out an extensive range of equipment to industries including construction, utilities, civil engineering and events.
In recent years, GAP has focused on a diversification strategy that has seen the company grow from its traditional Plant & Tool hire roots to a multi-service offering with ten divisions, providing customers with a complete hire solution. The company now has almost 200 locations and employs more than 2,000 employees throughout the UK.
GAP’s ten divisions comprise Plant Hire, Tool Hire, Lifting & TIC, Non-Mechanical, Trenching & Shoring, Survey & Safety Hire, Pump Services, Welfare Services, Tanker Services & Event Services. GAP also offers our customers additional services such as their Test, Inspect and Certify (TIC) service where our engineers test and inspect all lifting equipment to ensure compliance and safety, even if it has not been hired from GAP. Additionally, through their GAP one facility, a specialised team offers bespoke managed services suited to individual customer needs.
GAP was established in 1969 by Gordon Anderson and the company is still family-owned and run by his sons Douglas and Iain. GAP’s aim is simple – to make our customers lives easier by providing market-leading equipment and exceptional service. With values such as trust, integrity and honesty underpinning our nationwide operations, the third generation of the family is now involved in the business.
GAP’s vision is to be the UK’s most innovative hire solutions provider, with a focus on reducing our environmental impact on the world. This means GAP invests heavily in innovative eco-products and green technologies. GAP proactively works with our suppliers to develop greener products, advise our customers on best practice and implement environmentally friendly processes.
