Service Desk Manager - North West England - Hybrid/ Remote We are seeking a high-energy, process-driven Service Desk Manager to lead our front-line support team. In this role, you aren't just overseeing a ticketing queue; you are the architect of our user experience and the mentor responsible for building a world-class technical support culture. The Mission As the Service Desk Manager, you will own the end-to-end delivery of IT support services. You will be responsible for ensuring that our internal teams stay productive, our systems stay accessible, and our support standards remain gold-standard. Your Primary Objectives: Team Leadership: Manage a team of support analysts, focusing on technical upskilling, career development, and maintaining high morale. Performance Excellence: Define, monitor, and report on critical metrics including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and CSAT. Process Governance: Implement and refine ITIL-based processes for Incident, Request, and Problem Management. Knowledge Strategy: Oversee the creation and maintenance of a comprehensive Knowledge Base to drive user self-service and team efficiency. Major Incident Coordination: Serve as the command lead during critical service outages, ensuring clear, calm communication across the business. Who You Are The Coach: You have 3 years of experience leading IT support teams and a passion for helping people grow. The ITIL Expert: You live and breathe service frameworks (ITIL v4 certification is highly preferred). The Communicator: You can translate 'server-speak' into plain English for stakeholders while maintaining technical authority with your team. The Data-Driven Fixer: You don't just see tickets; you see patterns. You use data to identify root causes and kill recurring issues before they escalate. What We Offer Strategic Influence: You will have a direct say in our support tooling (ITSM) and departmental roadmap. Culture of Growth: We invest in your professional certifications and leadership training. Impact: You will be the face of IT for the entire organization, with the autonomy to make meaningful changes. To From Record Yes No Always use these settings Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy. To understand more about what we do with your data please review our privacy policy in the privacy section of the Oscar website. To From Record Yes No Always use these settings