Are you an experienced Service Desk Manager ready to lead from the front in a dynamic, forward-thinking environment? Join one of the UK's leading organisations and take ownership of a high-performing service desk team, driving service excellence and continuous improvement. About the Role: This is an opportunity for an established Service Desk Manager with a strong technical foundation and hands-on experience in a service desk environment. Whether you're rolling up your sleeves to support your team or stepping back to lead strategically, you'll be comfortable switching between hands-on and hands-off leadership as needed. You'll manage a team of Service Desk Analysts and Senior Analysts, ensuring high-quality support and service delivery across the organisation. This is a key role where your technical insight, leadership skills, and customer-first mindset will make a real impact. Key Responsibilities: Lead, mentor, and develop a team of Service Desk Analysts and Senior Analysts Oversee day-to-day operations of the service desk, ensuring SLAs and KPIs are met Act as a technical escalation point and provide guidance on complex issues Drive service improvements and champion ITIL-aligned processes Collaborate with wider IT teams to ensure seamless support and issue resolution Foster a culture of accountability, learning, and continuous improvement What You'll Bring: Proven experience as a Service Desk Manager or in a senior service desk role Strong technical background with the ability to be hands-on when required Excellent communication and stakeholder management skills Solid understanding of Microsoft Active Directory ITIL Foundation certification (or equivalent experience) A proactive, solution-focused approach with a passion for delivering outstanding service Why Join? Be part of a respected UK-leading organisation with a strong reputation for innovation and excellence Enjoy a flexible hybrid working model based in Newcastle Access to ongoing professional development and career progression This role is based in Newcastle with hybrid working, offering a competitive salary of up to £52,000. Ready to lead, inspire, and make a real impact? Apply today and take your career to the next level.