Service Desk Manager
The Role
I'm recruiting for a Service Desk Manager to lead a small but growing team of technical engineers delivering exceptional support to key clients in the Energy and Policing sectors. As a Service Desk Manager, you'll take a hands-on leadership approach, building a high-performing service desk culture centred on accuracy, proactive communication, and continuous improvement.
The Service Desk Manager will ensure customers consistently receive outstanding service and that the team operates efficiently and confidently within a 24/7 support environment. You'll collaborate closely with Operations, Engineering, Account Management, and PMO teams to maintain and enhance mission-critical systems.
What You'll Do
- Lead, coach, and develop the Service Desk team to deliver first-class customer support.
- Maintain strong service levels and uphold a CSAT score above 8.5.
- Act as the escalation point for major incidents and customer concerns.
- Refine and manage Service Desk processes across incident, request, problem, and change management.
- Use data and dashboards to report on performance trends and inform decisions.
- Oversee smooth handovers from project delivery to business-as-usual service.
- Drive continuous improvements through automation, training, and feedback.
- Represent the service function at customer meetings, providing insights and service reports.
What You'll Bring
- Proven experience as a Service Desk Manager or in a similar IT service leadership role.
- Strong technical grounding across infrastructure, networks, and cloud environments.
- Calm, structured mindset under pressure and during escalations.
- Excellent communication skills, able to explain technical issues to non-technical audiences.
- Experience delivering service excellence and process improvements within ITIL and ISO27001 frameworks.
- Collaborative approach with strong accountability.
- Eligibility to gain NPPV3 + SC Security Clearance.
- Full UK driving licence and access to a vehicle.
Desirable Experience
- Knowledge of Energy or Policing sector operations.
- Experience with Microsoft 365, Azure, networking, and monitoring tools.
- Familiarity with ConnectWise ITSM/PSA systems.
- Relevant certifications (Microsoft, Networking, ITIL).
Why Apply?
As a Service Desk Manager, you'll play a crucial role in leading a capable team delivering secure, high-impact IT services. You'll work in a close-knit, professional environment where ideas are encouraged, accountability is clear, and performance is recognised. The position is based in BD20, minimum of four days a week in the office one day remote. Travel to client locations is also required, therefor a full driving license is required.
Salary £50,000 to £55,000 PA DOE
Monday to Friday 4 days office based 1 day remote
If you're a Service Desk Manager ready to take ownership, drive standards, and make a meaningful impact apply now or contact Sally at Headway Recruitment