This range is provided by Fruition Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Salary: £65,000 - £75,000 per annum (depending on experience)
Delivery Consultant at Fruition Group - Let me find you your dream DevOps role!
Job Title: Service Desk Manager
Location: Hybrid - Leeds, UK
Are you a seasoned IT support professional with a passion for leadership, service excellence, and technical innovation? This is an exciting opportunity to take the next step in your career as a Service Desk Manager. With a presence across multiple international markets and a focus on cutting-edge technology, this is a full-time leadership role offering challenge, growth, and the opportunity to make a real impact.
Service Desk Lead Engineer Responsibilities
* Lead and mentor a global 2nd Line Service Desk team, driving service excellence and adherence to SLAs
* Act as a senior escalation point for complex technical issues and coordinate with 1st and 3rd Line support
* Own and evolve ITIL-based service processes including incident, problem, and change management
* Continuously improve response workflows, drive automation, and enhance service desk performance
* Maintain and expand the internal knowledge base and SOP documentation
* Analyse service metrics and customer feedback to improve user experience and team efficiency
* Deliver coaching, training, and career development for 2nd Line engineers
* Collaborate with infrastructure, platform, and business units to ensure service alignment and process transparency
Service Desk Lead Engineer Requirements
* Minimum 5 years' experience in IT support or service desk roles, with 2+ years in a leadership position
* In-depth knowledge of ITIL practices (ITIL v4 certification preferred)
* Strong experience in incident, problem, and change management
* Technical proficiency across Windows Server, macOS, and Linux environments
* Knowledge of networking fundamentals - TCP/IP, DNS, DHCP, VPN, and firewalls
* Familiarity with enterprise ITSM platforms such as ServiceNow, Jira, or similar
* Scripting knowledge (PowerShell or similar) and automation experience highly desirable
* Excellent stakeholder communication and problem-solving skills
* A collaborative mindset and ability to manage cross-functional relationships
* Experience working in global or multi-site organisations a plus
What's in it for me?
* Competitive salary and performance-based bonus
* Flexible hybrid working options
* Private healthcare
* Generous holiday allowance
* Professional development and training support
* An international team environment with a strong culture of inclusion, trust, and continuous improvement
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Technology, Information and Media
#J-18808-Ljbffr