We are looking for a Service Desk Manager, reporting into the Head of IT Support.
This will be a hands-on role, not just focused on supervising tasks. The estimated workload will be around 35% team leadership, with the remaining time spent providing technical support, handling escalations, and assisting with more complex tickets.
Experience
Minimum 1 years’ experience in a team lead, supervisory role, with direct responsibility for supporting, mentoring, and managing IT support staff
Proven background in IT support / service desk environments, supporting end users in a business setting
Experience acting as an escalation point for complex technical or operational issues
Technical Skills
Strong day-to-day administration of Microsoft 365, including:
User management
Licensing
Mailboxes and shared mailboxes
* Windows Server
* Print Server
* Home working Support
* General Networking skills
* Active Directory
* Group Policy
* VPN
* WiFi
Exchange Online:
*
* Daily operational administration (not infrastructure setup or migration)
* Permissions, and common user issues
Microsoft Intune (desirable):
*
* Day-to-day use and device management
* Policy application and troubleshooting (configuration knowledge beneficial but not essential)
Microsoft Entra ID (Azure AD):
*
* User and group management
* Role assignments
* Authentication and access troubleshooting
Leadership & Management Skills
* Ability to coach, motivate, and develop support analysts
* Experience managing workloads, priorities, and ticket queues
* Performance reviews, and informal feedback
* Comfortable setting expectations
Operational & Process Skills
* Experience improving support processes, documentation, and knowledge bases
* Strong understanding of SLA-driven environments
Communication & Personal Skills
* Excellent communication skills, both technical and non-technical
* Ability to engage confidently with users, management
* Calm, professional approach under pressure
* Strong organisational and time-management skills
Desirable (Nice to Have)
Experience with ticketing system, Halo
Familiarity with ITIL principles or structured IT service management (incident, problem, change)
Veeam Backup
Mimecast
Remuneration
£45,000- £48,000 salary
Company bonus
Company pension