Service Desk Lead / Hybrid Working Manchester
Salary : £45,000
We're on the lookout for a proactive, detail-driven Service Desk Lead to take full ownership of our customer-facing Service Desk function. If you thrive in fast-paced environments, love solving problems, and are passionate about delivering exceptional support, this could be your next big move.
Responsibilities
* Taking end-to-end ownership of our Service Desk operations, ensuring fast, reliable, and high-quality support for users.
* Managing and optimising ticket workflows to meet strict SLA targets.
* Identifying and resolving bottlenecks to keep things running smoothly.
* Jumping in on complex or urgent issues when needed - you're not afraid to get hands-on.
* Continuously improving support processes to reduce resolution times and enhance user satisfaction.
* Maintaining and evolving our Knowledge Base and internal documentation to encourage self-service and cut down on incoming tickets.
* Monitoring service desk metrics, analysing trends, and turning insights into action.
* Collaborating with technical and customer-facing teams to drive continuous improvement.
This isn't a traditional team management role. It's a functional leadership position, focused on operational excellence and driving service improvement.
* Experience working in a customer-facing service desk role in a software or SaaS business.
* Familiarity with Zendesk or similar ITSM tools.
* Exposure to service improvement projects or initiatives (e.g. launching a self-service portal or improving ticket triage workflows).
* Participation in or support for audit/compliance processes.
* Experience with performance reporting using tools like Power BI, Excel, or built-in dashboards
If this role sounds like your next career move please click "APPLY" OR email lauren.hamer@oliverjames.com