Manager - Service Desk and Knowledge Management Lead

As a Manager - Service Desk and Knowledge Management Lead with knowledge management oversees the daily performance of an IT service desk, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction. The role acts as the central coordination point between users, analysts, and wider IT teams, ensuring that support service are efficient, consistent, and aligned with organisational standards.

The Service Desk lead is the custodian of organisational knowledge, ensuring that information is captured, structured, and reused to improve service quality, reduce repeat incidents, and empower both analysts and end users.