Our client, a national technology company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you’ll be the heartbeat of IT support operations. Overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You’ll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts. Duties to include: * Leading, supporting, and motivating the service desk team to deliver excellent client service. * Being line manager to service desk analysts * Providing guidance on escalated issues and managing client concerns effectively. * Overseeing the allocation, monitoring and closure of support tickets. * Ensuring SLAs and KPIs are met and reporting performance to senior leadership. * Analysing service desk data to identify trends and drive improvement. * Ensuring customer satisfaction. * Ensuring that required training, development, and certification within the team is delivered. * Maintaining a positive team culture that balances performance, collaboration, and growth. * Supporting the wider business in developing and expanding service offerings. * Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance As a successful candidate, key skills and preferred experience : * Previous experience managing or leading a service desk or IT support team. * Experience of service ticketing systems - Dynamics and Service Now would be beneficial. * Excellent communication skills, both verbal and written. * Ability to manage client escalations professionally and calmly. * Background in implementing service improvements and best practice. * Experience of monitoring and reporting on SLAs and KPIs. * Strong organisational skills with attention to detail. * Able to balance leadership responsibilities with occasional hands-on support. * Problem-solving mindset with a focus on outcomes. This is a great opportunity to work for a dynamic and rapidly expanding company that encourages growth and career progression. In return the company offers an excellent remuneration package plus bonuses, up to 25 days holiday