IT Support Desk Manager
Location: Lichfield
Salary: £45,000 – £60,000
Construo Recruitment is seeking an experienced IT Support Desk Manager to lead and develop our IT service desk team. You’ll oversee a group of 15 technicians ranging from 1st to 3rd line, including an international support team, and take full ownership of the desk’s performance and growth.
This is more than just day-to-day management, it’s an opportunity to shape, refine, and transform the way we deliver IT support. You’ll strengthen frameworks, improve efficiency, raise CSAT scores, and harness technology (including Datto Autotask and AI) to deliver faster, smarter service to our clients.
Key Responsibilities
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Lead and continuously improve service desk frameworks, processes, and standards
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Take full accountability for service desk outcomes, efficiency, and client satisfaction
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Increase first-time fix rates and drive improvements in CSAT scores
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Maximise the use of Datto Autotask (or similar tools) across ticketing, reporting, and automation
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Explore and implement AI solutions to improve support delivery and response times
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Provide escalation support for complex technical issues
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Analyse ticket trends and initiate proactive improvements
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Support team development through 1:1s, training, objectives, and appraisals
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Maintain strong client relationships through professional communication and service reviews
What We’re Looking For
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Proven experience leading and improving an IT service desk team
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Strong knowledge of ITIL or similar service management frameworks
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Demonstrated success improving service desk KPIs (efficiency, CSAT, resolution times)
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Hands-on experience with Datto Autotask or similar RMM/PSA platforms
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Understanding of how AI can be applied to IT support
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Technical knowledge of Microsoft environments (Windows Server, Active Directory, Office 365)
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Strong leadership and communication skills, with the ability to influence across teams