Ruby Energy is seeking a proactive, people-first Service Desk Manager to lead and evolve our frontline IT support. In this strategic leadership role, you’ll take full ownership of service delivery — driving performance, optimising workflows, and fostering a knowledge-first culture. Working closely with the Senior IT Manager, you'll shape the tools, processes, and team behind a seamless IT experience that empowers our business to move faster with confidence. Please note this role in not a remote role or Hybrid but full time in the office and must be willing to work 5 days per week in Stretford Manchester with the occasion of working 1 day in Fleetwood Benefits: Working hours - Monday to Friday Buy & Sell Annual Leave Scheme Employee Assistance Programme (EAP) Access to Employee Health Scheme Career development Employee Recognition Incentives Company events Monthly dress down days Tea & coffee facilities & On-site Canteen Local discounts / benefits. Main Responsibilities (but not limited to): Team Leadership & Coaching Manage a team of support engineers, ensuring delivery to high operational standards. Provide mentoring, feedback, and structured development plans. Embed consistent ticket handling, escalation practices, and service etiquette. Encourage ownership, accountability, and a customer-first mindset. Collaboration & Reporting Work directly with the Senior IT Manager to set objectives, review performance data, and implement improvement initiatives. Provide regular service level reports and insights into trends, risks, and team capacity. Flag recurring issues and operational bottlenecks, proposing fixes or escalation paths Service Operations & Process Ownership Own and maintain all JSM workflows: incident, service request, change, problem, and access management. Act as the governance lead for change control — ensuring process compliance and traceability. Administer Jira Assets to ensure accurate configuration item records and asset lifecycle visibility. Support compliance and internal control alignment across IT service delivery. Knowledge & Self-Service Enablement Design, manage, and curate a knowledge base for staff and customers. Promote adoption of self-help through Atlassian Intelligence and structured, easy-to-use articles. Train the service desk team to contribute and maintain relevant documentation. Platform & Tooling Administration Manage Jira Service Management configurations, including SLAs, queues, and automations. · Collaborate with infrastructure and security teams on service catalogue, change processes, and asset mapping. Identify opportunities to streamline workflows or enhance visibility using built-in reporting tools. Experience Required: Experience Prior experience leading a service desk or managerial function. Demonstrated ability to manage service performance and staff development. Strong familiarity with Jira Service Management or another ITSM tool. Proven success in process ownership, policy enforcement, or service governance. Skills Excellent communication, coaching, and analytical skills. Detail-oriented, structured, and driven to continuously improve. Able to balance operational delivery with long-term improvement goals. Comfortable presenting reports and insights to IT leadership. Mindset Policy-first and process-focused. Team-minded with a strong emphasis on support culture. Passionate about documentation, consistency, and efficiency. Driven by service quality and user satisfaction Nice to have Experience with Jira Assets OR any CMDB setup, Confluence, and Atlassian Intelligence. Understanding of ITIL or structured service frameworks. Exposure to hardware asset tracking, access governance, or audit/reporting cycles. Competencies: Relevant industry certifications preferred (e.g., Microsoft Azure certifications, CompTIA Security, CCSP, or similar). Degree or equivalent experience in Information Technology, Computer Science, or a related field. Driving licence preferred (not essential)