Our client is expanding…
An exciting opportunity has arisen for a Service Desk Manager to join our team.
Please note: this is an office-based role. Being present on site is essential to becoming part of the team, building relationships, and leading effectively.
Founded in 2000, our client has always had a single purpose in mind: helping people get the most out of their technology
It's not just about fixing broken systems, though of course that plays a part, they believe IT should be a business enabler, not a cost burden, and they work hard to deliver real value beyond business continuity.
Their highly skilled team shares the belief that clients' IT is their business, and should be treated as such. The service and support provided reflects this ethos. Their client base spans sectors from retail and entertainment to manufacturing; the key element is that the trust placed in our client as their local friendly experts.
They provide a full range of services including:
* Supporting desktops and servers
* Cloud systems
* Email systems
* Virtualisation
* Backup and disaster recovery
* Anti-virus
* Networking and more..
They're constantly expanding services and want every team member to be part of that journey. That means supporting employees and encouraging them to learn new skills.
This opportunity will involve leading, developing and managing the service desk team to deliver excellent IT support across the customer base. You'll oversee team performance, provide guidance on escalations and take responsibility for service standards. You'll also ensure service performance is tracked, reporting on SLAs and KPIs to senior leadership and driving continuous improvement across the desk.
As Service Desk Manager your duties and responsibilities will include:
* Leading, supporting, and motivating the service desk team to deliver excellent client service.
* Providing guidance on escalated issues and managing client concerns effectively.
* Overseeing the allocation, monitoring and closure of support tickets.
* Ensuring SLAs and KPIs are met and reporting performance to senior leadership.
* Analysing service desk data to identify trends and drive improvement.
* Building strong relationships with clients and ensuring customer satisfaction.
* Encouraging training, development, and certification within the team.
* Maintaining a positive team culture that balances performance, collaboration, and growth.
* Supporting the wider business in developing and expanding service offerings.
The ideal candidate will have the following key skills and preferred experience:
Essential Skills:
* Previous experience managing or leading a service desk or IT support team.
* Familiarity with common IT environments including Windows desktops and servers, Microsoft 365, cloud platforms, networking, security, and backup solutions (awareness rather than hands-on expertise).
* Excellent communication skills, both verbal and written.
* Ability to manage client escalations professionally and calmly.
* Experience monitoring and reporting on SLAs and KPIs.
* Strong organisational skills with attention to detail.
* Able to balance leadership responsibilities with occasional hands-on support.
* Problem-solving mindset with a focus on outcomes.
* Full UK driving licence and access to a car.
* Willingness to work full-time in the office.
Ideal Skills:
* Experience using helpdesk applications and reporting tools.
* Knowledge of IT support processes and escalation management.
* Exposure to a wide range of client sectors and IT environments.
* Background in driving service improvements and implementing best practice.
You will be supported by senior engineers and work closely with senior leadership to ensure our clients receive the best possible service. We encourage continuous learning and skills development, and we want our managers to grow alongside the team they lead.
If you are motivated to lead, improve, and shape IT support services, we'd love to hear from you.