What will you be doing?
As a Technical IT Service Desk Manager for BES Group, you will lead and develop our IT Service Desk function, ensuring the delivery of high‑quality, customer‑focused IT support across the business. You will combine people leadership with hands‑on technical oversight, acting as the escalation point for complex issues while driving continual service improvement.
* Lead, coach and develop a Service Desk team, setting clear objectives and performance expectations
* Ensure excellent customer service with a strong focus on first‑time fix and user satisfaction
* Own and manage service desk processes including incident, request, problem, escalation and asset management
* Monitor performance against SLAs and KPIs, identifying trends and driving improvements
* Act as the escalation point for complex or high‑impact IT incidents
* Provide technical leadership across the Microsoft 365 environment
* Oversee Intune device management and IT asset management
* Drive continual improvement of processes, documentation and knowledge management
* Work closely with stakeholders to align IT support with wider IT strategy
As part of our team, you will get:
* A starting salary between £50,000 - £55,000, negotiable depending on experience
* A flexible working approach, the role will be based in our Manchester city centre office, with some home based working available (you must have suitable Wi‑Fi, and provide your own office set‑up for time spent working from home)
* Up to 10% pension contribution
* 2 x life cover
* Enhanced maternity / adoption leave
* Annual salary review
* 25 days annual leave plus 8 bank holidays
* An additional day’s holiday for your birthday every year
* An extra day’s holiday to take on Christmas Eve each year
* Access to our buy and sell holiday scheme
* Opportunity for flexible working
* Electric Vehicle salary sacrifice scheme
* Discounts and savings via our employee benefits portal
* Health and wellbeing support via our Employee Assistance Programme
* Company wide volunteering scheme
To join our team, you will need:
* Proven experience leading or managing an IT Service Desk or End User Computing team
* A strong customer service mindset with experience in service delivery management
* Hands‑on experience with Microsoft 365 and Microsoft Intune
* Knowledge of IT asset management
* Excellent communication and people management skills
* ITIL Foundation (or similar) qualification (desirable)
We want you to be you. Our focus on diversity, equality and inclusion is here to stay.
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