Service Desk Manager (West Yorkshire) Salary: £55,000 Working pattern: Hybrid, 2 days per week on site Exalto Consulting is recruiting a Service Desk Manager to lead a customer focused support function and ensure reliable, consistent service delivery. This role is about strong day to day management, clear performance and reporting, and continuous improvement across incidents, requests, and user support. What you’ll be doing Leading a service desk team, ensuring effective triage and resolution of incidents and requests Owning service performance, including SLAs, KPIs, quality, and customer experience measures Managing workflows, rota planning, and coaching to keep support predictable and responsive Acting as an escalation point, supporting major incidents and clear communications Improving processes, knowledge articles, and documentation to reduce repeat tickets Working with 2nd and 3rd line teams and suppliers to resolve issues and improve outcomes What you’ll bring Proven experience managing a service desk or end user support team Strong ITIL and ITSM understanding and experience working with ticketing tools A people first leadership style with clear expectations, coaching, and accountability Strong reporting mindset, using data to drive service improvements Confident stakeholder management and communication