Service desk manager

Job Description

We are seeking an experienced Service Desk Manager to lead and develop a high-performing IT service desk function. This role is responsible for ensuring efficient service delivery, driving operational excellence, managing client relationships, and building scalable processes that support business growth.

The successful candidate will oversee service desk operations, ticket management, team performance, service quality, documentation standards, and continuous improvement initiatives. Acting as a key escalation point, they will ensure clients receive consistent, proactive communication and exceptional service while maintaining strong operational controls and commercial awareness.

Key responsibilities include:

• Leading and developing a service desk team to achieve high performance and accountability.
• Managing ticket flow, prioritisation, workload distribution, and service standards.
• Building strong client relationships and acting as a trusted operational contact.
• Monitoring service performance, SLAs, utilisation, and reporting on key metrics.
• Driving process improvement, documentation quality, and operational maturity.
• Identifying trends, risks, and opportunities to improve service delivery.
• Ensuring effective resource planning, escalation management, and business continuity.
• Supporting commercial objectives through scope control, service insight, and operational efficiency.

The ideal candidate will be a confident leader with strong service management experience, excellent communication skills, and a proven ability to create structure. You should be confident in your ability to improve processes and lead teams in a fast-paced IT support environment. Experience with IT service management frameworks and a strong focus on customer experience, continuous improvement, and operational excellence are highly desirable. Candidates with previous experience of working within an MSP are encouraged to apply.

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.