Service Desk Manager - £45,000 - Stoke-on-Trent
We are recruiting for a Service Desk Manager on behalf of a leading technology company in the Stoke-on-Trent area. This is a fantastic opportunity to step into a key leadership role where you will oversee a team of service desk engineers, ensuring exceptional support and service delivery across a growing client base.
Key Responsibilities:
Lead and mentor a team of service desk engineers, providing day-to-day guidance, coaching, and performance management.
Oversee IT service desk operations, ensuring efficient ticket management and adherence to SLAs and KPIs.
Act as the escalation point for complex technical issues, ensuring timely and effective resolution.
Monitor service performance, identify trends, and implement improvements to enhance service quality.
Manage incident, problem, and change processes in line with ITIL best practices.
Ensure excellent customer service standards are maintained, acting as a key point of contact for clients and stakeholders.
Coordinate onboarding of new clients, ensuring smooth transitions and service readiness.
Produce regular reports on service desk performance and provide insights to senior management.
Work closely with other technical teams to ensure seamless support across infrastructure and cloud services.
Drive continuous improvement initiatives, including process optimisation and automation where possible.
The Technology You'll Be Working With:
O365
Windows 10/11
Microsoft Server: Active Directory, Group Policy
Ticketing Systems (e.g., ServiceNow, Autotask, ConnectWise)
Remote Support Tools
Basic Networking: TCP/IP, DNS, DHCP
Azure (administration & user support)
Virtualisation exposure (VMware / Hyper-V)
Backup Technologies (e.g., Veeam)
PowerShell (desirable)
Service Desk Manager - £45,000 - MSP - Stoke-on-Trent
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