Service Desk Manager

Service Desk ManagerPermanent, Full Time, Hybrid workingLocation: This role can be based in any of your global hubs (Abuja - Nigeria, Bogota - Colombia, Dhaka - Bangladesh, Nairobi - Kenya, or New Delhi - India), or in one of our UK offices (Cardiff, Edinburgh, London, or Warrington).Salary - CompetitiveIf we receive a high volume of applications, we reserve the right to close the advert before the scheduled closing date. Therefore, we encourage interested applicants to apply at their earliest convenience.ABOUT USChristian Aid exists to create a world where everyone can live a full life, free from poverty. We are a global movement of people, churches and local organisations who passionately champion dignity, equality and justice worldwide. We are the changemakers, the peacemakers, the mighty of heart.We’re committed to building a diverse and inclusive workplace, and recognise the value this brings in forming strong, creative and high performing teams. We welcome applications from all sections of the community, and from those with experience from outside of the voluntary sector. And no, you don’t have to be Christian to work here – we encourage people of all faiths and none to apply. We just ask that everyone lives out our values of dignity, equality, justice and love. We value a good work-life balance, so we’re open to part-time and flexible working. We also offer hybrid working for our office-based colleagues.ABOUT THE ROLEThis critical role leads our Service Desk in delivering responsive, high-impact second and third-line support across our core systems, applications and hardware.You'll champion clear, consistent processes that empower Helpdesk Analysts to resolve more issues at first contact, building a culture of continuous learning, collaboration and shared problem-solving. Acting as a senior escalation point for complex technical challenges, you’ll drive improvements to system stability, service quality and user satisfaction, while ensuring colleagues from around the world (including those working in French or Spanish) receive timely, thoughtful and effective support.At its heart, this role shapes a support function that is proactive, knowledgeable, and always focused on maximising organisational impact.ABOUT YOUYou'll bring strong hands-on experience with Microsoft Windows environments and enterprise-level administration, with the ability to diagnose and resolve complex, multi-system issues at second-line level and beyond. With well-developed communication skills, you're confident supporting colleagues at all levels and are comfortable working within ITIL-aligned service management practices.You'll have experience leading or guiding technical teams, ideally across multiple locations, and a deep understanding of modern Microsoft technologies, service desk tools, and the realities of providing dependable support in a busy environment.Knowledge of ITIL, Microsoft 365 administration, infrastructure fundamentals or IT project methods would be a bonus, as would experience supporting teams in development or international settings.Please see the role profile for a detailed breakdown of the skills, knowledge and experience required for this role.FURTHER INFORMATIONAt Christian Aid we strive to be an inclusive and diverse employer and recognise the value that this brings in helping to build strong, creative and high performing teams.We are actively encouraging racialised minorities, LGBTQ+, people with disabilities, returning parents or carers who are re-entering work after a career break, people with caring responsibilities, people from low socioeconomic backgrounds, women, and older workers to apply. This is because these groups are under-represented within our teams, especially at senior level, and we recognise and value the contributions members of these groups make to strong, creative and high performing teams.We have a strong Christian ethos and we encourage applications from all faiths. Applicants will be expected to demonstrate an understanding of and sympathy with Christian Aid’s faith identity.All successful candidates will require a DBS/police check appropriate to the role and location and a Counter Terrorism Sanction check as part of your clearance for commencing your role with us. We also participate in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information as part of the referencing process from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms their understanding of these recruitment procedures.This role requires applicants to have the right to live and work in the country where this position is based and undertake the role that you have been offered. If you are successful and we make you an offer for the role, we will be required to conduct a right to work check on your immigration status in the UK. We will contact you regarding the documentation you will need to provide to evidence this.HOW TO APPLYTo apply for this position, please go to the Christian Aid careers page through this LINK.