Service Desk & Incident Manager

Job Title: Service Desk & Incident Manager
Location: Remote / Home-Based
Salary: £35,000 – £45,000 per annum
Join a Leading Healthcare Software Provider – Drive Service Excellence from Anywhere
We are looking for a highly motivated and detail-oriented Service Desk Co-Ordinator/Incident Manager to lead and manage our customer support ticketing function. This is a fully remote role offering a competitive salary, strong benefits, and the opportunity to work with a market leader in Endoscopy reporting systems.
About the Role:
Reporting to the Technical Director, you will oversee the entire lifecycle of service desk tickets using Halo PSA, ensuring a prompt, efficient, and customer-focused support experience. You’ll play a key role in service improvement, analytics, and team coordination — directly impacting the experience of NHS and private healthcare clients.
Key Responsibilities:

• Co-ordinate all aspects of the service desk in line with ITIL v4 standards
  
• Triage and assign tickets based on priority and category
  
• Provide technical assistance and ensure SLA compliance
  
• Maintain and enhance the Halo PSA system as system admin-(CRM)
  
• Coordinate the service desk rota and support response
  
• Analyse trends and produce reports for senior management
  
• Contribute to self-help content and customer resources
  
• Collaborate closely with the Customer Experience Team
  What We're Looking For:
  
• Proven experience in a service desk coordination or incident management role
  
• ITIL v4 knowledge and familiarity with Halo PSA or similar CRM systems
  
• Background in SaaS, healthcare IT, or ISO/Cyber Essentials+ environments
  
• Excellent communication and problem-solving skills
  
• Clinical or NHS support experience is a strong advantage
  Why Join Us?
  
• Fully remote/home-based role
  
• Meaningful work supporting NHS and private healthcare services
  
• Training and career development pathways
  
• Collaborative and supportive technical team
  Ready to make an impact?
  Apply today and help shape the future of digital healthcare support