IT Service Desk Manager – Remote – Up to £60k
Would you like to use your technical expertise and leadership skills to drive meaningful global change?
A leading international non-profit organisation is seeking a passionate and experienced IT Service Desk Manager to lead its global service desk operations. This is a rare opportunity to combine impactful work with cutting-edge technology, collaboration across borders, and a mission that truly matters — protecting the environment, supporting communities and advancing sustainability.
Who are they?
This mission-driven organisation works at the intersection of people and nature. By partnering with farmers, businesses, governments, and communities, it champions sustainable land use, ethical business practices, and climate resilience, fostering a culture of collaboration, continuous learning and real-world impact.
What you’ll be doing…
You’ll take the helm of the global IT Service Desk, ensuring exceptional support delivery for staff around the world. With a strong emphasis on automation, Microsoft technologies, and service excellence, this role is perfect for a seasoned leader who thrives in a fast-paced, purpose-led environment.
Service Delivery & Operations
- Lead and manage daily operations of a global service desk team
- Define and track SLAs, drive resolution of complex issues
- Implement ITIL-aligned service management processes
- Ensure global time zone support and resource efficiency
Automation & Process Optimisation
- Automate key tasks in Microsoft 365 and Microsoft Entra ID (Azure AD)
- Drive PowerShell and Logic Apps solutions for user provisioning, license mgmt and access control
- Champion innovation and tool adoption to streamline workflows
Team Leadership & Development
- Mentor and develop a high-performing international team
- Conduct performance reviews, training plans and workload management
- Cultivate a proactive, user-focused support culture
Stakeholder Engagement
- Communicate service metrics and initiatives to all levels of the organisation
- Collaborate with IT Infrastructure, Security and Applications teams
- Manage vendors and tools, including Jira Service Management
Knowledge Management
- Build and maintain a robust internal knowledge base
- Promote best practices in documentation and self-service
What you’ll need…
- 7+ years in IT service desk operations, 3+ years in a leadership role
- Strong hands-on experience with Microsoft Intune, M365 and Entra ID (Azure AD)
- Expertise in automation using PowerShell, Logic Apps, or low-code tools
- ITIL Foundation certification preferred
- Solid grasp of IT infrastructure, networking and security principles
- Experience with Jira Service Management
- Excellent interpersonal, communication and team development skills
- A mindset for continuous improvement and user-centric support
If you’d like to make a global impact through meaningful, values-driven work, join a supportive, remote-first team committed to ethical tech and sustainability, are passionate about professional development and innovation and want to be part of an organisation where your contributions matter — to people and the planet, then please apply now and we’ll be in touch shortly 😊
Tilt Recruitment are specialists in IT Recruitment. We work hard to find our candidates their perfect roles within fantastic organisations across the UK. If this role isn’t right for you, please still get in touch with us as we may have other roles which may suit you better.
Tilt Recruitment is acting as an Employment Agency in relation to this vacancy.