Service Desk Manager - North West England - Hybrid/ Remote
We are seeking a high-energy, process-driven Service Desk Manager to lead our front-line support team. In this role, you aren't just overseeing a ticketing queue; you are the architect of our user experience and the mentor responsible for building a world-class technical support culture.
The Mission
As the Service Desk Manager, you will own the end-to-end delivery of IT support services. You will be responsible for ensuring that our internal teams stay productive, our systems stay accessible, and our support standards remain gold-standard.
Your Primary Objectives:
Team Leadership: Manage a team of support analysts, focusing on technical upskilling, career development, and maintaining high morale.
Performance Excellence: Define, monitor, and report on critical metrics including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and CSAT .
Process Governance: Implement and refine ITIL-based processes for Incident, Request, and Problem Management.
Knowledge Strategy: Oversee the creation and maintenance of a comprehensive Knowledge Base to drive user self-service and team efficiency.
Major Incident Coordination: Serve as the command lead during critical service outages, ensuring clear, calm communication across the business.
Who You Are
The Coach: You have 3+ years of experience leading IT support teams and a passion for helping people grow.
The ITIL Expert: You live and breathe service frameworks (ITIL v4 certification is highly preferred).
The Communicator: You can translate 'server-speak' into plain English for stakeholders while maintaining technical authority with your team.
The Data-Driven Fixer: You don't just see tickets; you see patterns. You use data to identify root causes and kill recurring issues before they escalate.
What We Offer
Strategic Influence: You will have a direct say in our support tooling (ITSM) and departmental roadmap.
Culture of Growth: We invest in your professional certifications and leadership training.
Impact: You will be the face of IT for the entire organization, with the autonomy to make meaningful changes.
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