Job Title: Service Desk Manager
Location: Reading
Salary: Up to £40,000 per annum
Are you a hands-on IT professional with a passion for leading teams and delivering top-tier support? We’re looking for a dynamic Service Desk Manager to join a team in Reading and play a key role in driving both operational excellence and technical delivery.
The Role
This is a 50/50 split between technical support and managerial duties. You’ll be responsible for overseeing the day-to-day operations of the service desk while also rolling up your sleeves to solve complex technical issues.
Key Responsibilities
* Manage, mentor, and develop a team of service desk analysts and technicians
* Take ownership of recruitment, onboarding, and training for new team members
* Act as the escalation point for complex technical issues and incidents
* Monitor KPIs and service levels, ensuring consistent delivery of high-quality support
* Drive continuous improvement of processes and customer satisfaction
* Coordinate with other IT departments and stakeholders on project delivery and incident resolution
* Maintain technical documentation and ensure knowledge is shared across the team
About You
* Proven experience in a similar service desk leadership role
* Strong background in hands-on IT support (Windows, networking, O365, etc.)
* Excellent people management, coaching, and team development skills
* Able to balance strategic leadership with day-to-day technical challenges
* Confident in handling escalations and communicating with stakeholders at all levels
What You’ll Get
* Competitive salary up to £40,000
* Career progression opportunities in a growing IT team
* Hybrid working environment
* Ongoing training and development
* Supportive and collaborative team culture