About the Role
We are looking for an experienced
IT Support Desk Manager
to take ownership of our IT service desk and drive it forward. The team consists of 15 technicians, from 1st to 3rd line, including our overseas team.
This role goes beyond day-to-day management. You will be expected to
shape and improve the desk end-to-end
— strengthening frameworks, increasing efficiency, raising CSAT scores, and ensuring we make the most of Datto Autotask and AI to deliver faster, smarter support.
What You'll Do
* Improve and implement service desk frameworks, processes and standards
* Take full accountability for service desk performance and outcomes
* Drive improvements in
efficiency, first-time fix rates and CSAT scores
* Ensure full utilisation of
Datto Autotask
across ticketing, reporting and automation
* Maximise
AI capabilities
to help technicians deliver quick, high-quality service
* Lead on IT fault handling and provide technical escalation when required
* Identify trends from tickets and initiate proactive service improvements
* Manage team development: 121s, training, objectives, appraisals and resource planning
* Lead by example, maintaining strong relationships with clients through service reviews and professional support
What You'll Bring
* Experience
improving and shaping a service desk
(not just maintaining one)
* Strong knowledge of service frameworks (e.g. ITIL) and how to apply them practically
* Proven record of improving service desk metrics (efficiency, CSAT, response times)
* Hands-on experience with
Autotask PSA
(Datto) or similar RMM/PSA platforms
* Awareness of
AI in IT support
and how it can improve efficiency and automation
* Solid technical knowledge across Microsoft environments (Windows Server, Active Directory, Office 365)
* Strong people leadership and communication skills, able to influence technical and non-technical teams
Personal Attributes
* Practical leader with a people-first approach
* Data-driven and process-oriented, with a focus on continuous improvement
* Confident decision-maker, adaptable to fast-changing environments
Benefits
* Competitive salary - £45k to £60k (dependent on experience and ability)
* 22 days annual leave + loyalty days + 8 bank holidays
* Employer pension contributions
* Medicash health benefit after 6 months
* Ongoing training and development opportunities
* Team-building events and incentives
* Recognition and reward for long-term commitment and performance