Service Desk Manager – Microsoft Cloud Environment
Shrewsbury (Hybrid)
About the Role
This is a fantastic opportunity for someone who thrives in a people-focused, technology-driven environment. You will oversee the day-to-day running of the Service Desk, ensuring high-quality support is delivered across Microsoft 365, Azure, Endpoint Manager/Intune, and wider cloud services.
You’ll be responsible for managing the team, developing processes, improving service delivery standards, and acting as a key escalation point. This is an influential position within a modern, cloud-first business where you’ll help shape the future of their support operation.
Key Responsibilities
* Lead, mentor, and manage the Service Desk team to ensure consistent, high-quality support
* Oversee service queues, ticket prioritisation, and escalations within a Microsoft Cloud environment
* Ensure effective handling of incidents, requests, and changes using ITIL best practices
* Drive improvements across tools, processes, and documentation
* Monitor KPIs, SLAs, and service quality, providing regular reporting to leadership
* Collaborate with Infrastructure, Cloud, and Security teams to ensure seamless service operations
* Support end-users and customers across Microsoft 365, Azure, Intune/Endpoint Manager, and related services
* Contribute to ongoing cloud transformation and modern workplace initiatives
What We’re Looking For
* Previous experience managing or leading a Service Desk or technical support team
* Strong technical understanding of Microsoft 365, Azure, Intune/Endpoint Manager, and modern device management
* Solid grasp of ITIL frameworks and service management principles
* Excellent leadership, communication, and stakeholder-management skills
* Ability to analyse service performance and implement meaningful improvements
* Calm, structured approach to handling escalations
Why This Opportunity Stands Out
* Competitive salary between £45,000 – £60,000
* Hybrid working from their Shrewsbury office
* A chance to join a respected, established organisation experiencing significant growth
* Clear opportunities to influence team development, tools, and service strategy
* Friendly, collaborative culture with genuine investment in modern technology
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