Service Desk Manager - Manchester
My Client is looking for an experienced Service Desk Manager to lead their 24/7 support team. In this role, you will ensure excellent service delivery, manage escalations, and support continuous improvement, helping to maintain a high standard of customer experience.
Key responsibilities:
Lead and develop a high-performing Service Desk team
Manage incidents, service requests, and major issues
Monitor and drive performance against SLAs and KPIs
Optimise use of service management tools such as ServiceNow
Encourage collaboration and service improvement across teams
About you:
3–5 years of experience in IT support or service desk roles, with 1–2 years in a leadership role
Proficient in service management tools (e.g. ServiceNow); ITIL knowledge is a plus
Strong communication and leadership skills
Committed to delivering exceptional customer service
Competitive salary and bonus, plus a comprehensive benefits package including 33 days holiday, private medical cover, enhanced leave, and more.
If you're a driven and organised professional who thrives in a fast-paced, collaborative environment, we’d love to hear from you.
Service Desk Manager - Manchester