We are looking for a Service Desk Manager, reporting into the Head of IT Support.You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary.
As the UK market leading Kitchen, Bedroom and Bathroom fitted furniture manufacturer, we have had unsuppressed growth over the last 50 years, with an emphasis on providing a high standard of products and service. We are currently seeking the very best people, to further strengthen our position within the industry by appointing dedicated individuals to share in our success.
The Service Desk Manager role:
This will be a hands-on role, not just focused on supervising tasks. The estimated workload will be around 35% team leadership, with the remaining time spent providing technical support, handling escalations, and assisting with more complex tickets.
Experience
Minimum 1 year’s experience in a team lead, supervisory role, with direct responsibility for supporting, mentoring, and managing IT support staff
Proven background in IT support / service desk environments, supporting end users in a business setting
Experience acting as an escalation point for complex technical or operational issues
Technical Skills
Strong day-to-day administration of Microsoft 365, including:
User management
Licensing
Mailboxes and shared mailboxes
Windows Server
Print Server
Home working Support
General Networking skills
Active Directory
Group Policy
VPN
WiFi
Exchange Online:
Daily operational administration (not infrastructure setup or migration)
Permissions, and common user issues
Microsoft Intune (desirable):
Day-to-day use and device management
Policy application and troubleshooting (configuration knowledge beneficial but not essential)
Microsoft Entra ID (Azure AD):
User and group management
Role assignments
Authentication and access troubleshooting
Leadership & Management Skills
The ability to coach, motivate, and develop support analysts
Experience managing workloads, priorities, and ticket queues
Performance reviews, and informal feedback
Comfortable setting expectations
Operational & Process Skills
Experience improving support processes, documentation, and knowledge bases
Strong understanding of SLA-driven environments
Communication & Personal Skills
Excellent communication skills, both technical and non-technical
Ability to engage confidently with users, management
Calm, professional approach under pressure
Strong organisational and time-management skills
Desirable (Nice to Have)
Experience with ticketing system, Halo
Familiarity with ITIL principles or structured IT service management (incident, problem, change)
Veeam Backup
Mimecast
This position will be rewarded with a competitive salary. In order for your application to be taken further please state your required salary.
If this sounds like the perfect opportunity for you and you’d like to become our Service Desk Manager then please click ‘apply’ today – don’t miss out, they’d love to hear from you