Service Desk Manager

We’re a well-established technology partner with a proven record of delivering exceptional IT solutions and services to businesses across the UK. Over the past 15 years, we’ve built a reputation for innovation, reliability, and long-term client relationships — and we’re continuing to grow rapidly.

Our team of around 150 specialists spans infrastructure, cloud, data, and security, all united by a shared passion for helping customers achieve more through technology. With a comprehensive suite of managed and professional services, we enable organisations to modernise, secure, and scale their IT operations. If you’re looking for a progressive environment where leadership, collaboration, and technical excellence are valued, this is the place for you. We are looking for a new Service Desk Manager to lead our busy team that provide IT support to a host of leisure venues and outlets. This role is a career-defining opportunity for a dynamic leader who thrives in fast-paced environments and excels at inspiring high-performing teams to deliver exceptional results.

Key Responsibilities

• Lead and inspire the Service Desk Team to deliver outstanding support experiences, fostering a culture of leisure-focused service excellence and continuous enhancement
• Oversee smooth onboarding of new leisure clients onto the Service Desk platform, ensuring zero disruption to their operations
• Provide direct line management to technical staff and team leads, conducting regular one-to-ones, performance reviews, capability development and career progression planning
• Monitor, analyse and enhance critical Service Desk metrics including ticket patterns, first-contact resolution rates, SLA compliance, response times, queue times, resolution speeds and guest satisfaction scores
• Ensure daily KPI targets are consistently achieved by Team Leaders and technical personnel, covering time tracking, ticket handling volumes and customer satisfaction ratings
• Take direct ownership of Priority 1 incidents, coordinating swift resolution whilst maintaining constant customer communication and meeting both SLA commitments and client expectations
• Collaborate with Project teams to ensure seamless handover of implementations to ongoing support operations
• Establish comprehensive communication channels, training programmes and support documentation
• Lead recruitment efforts to build and maintain an effective service desk team
• Represent the service desk at important customer review meetings
• Provide proactive reporting to senior leadership on service desk performance, achievements and areas requiring focus
• Execute continuous improvement initiatives as directed by senior management
• Cultivate strong, trust-based partnerships with hospitality clients who operate in demanding, 24/7 environments
• Drive innovation within the Service Department to enhance processes and elevate the customer experience, understanding the unique pressures of leisure environments
• Streamline ticket handling to minimise back-and-forth interactions between customers and technicians
• Promote knowledge base adoption and contribution across all support teams
• Improve SLA performance by reducing average resolution times and enhancing both fix and response metrics

Essential Skills and Experience

• Proven Service Desk Manager background with demonstrable success in elevating support quality
• Strong grasp of ITIL frameworks with practical application skills that enhance service delivery and team effectiveness
• Comprehensive knowledge of IT solutions and services, with ability to explain technical concepts clearly to non-technical professionals
• Hands-on 2nd line IT support experience
• Ideally, experience supporting leisure sector clients and understanding the industry's unique operational demands, 24/7 requirements, and time-sensitive nature