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