Service Desk Manager

We are looking for a Service Desk Manager, reporting into the Head of IT Support.You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary.

As the UK market leading Kitchen, Bedroom and Bathroom fitted furniture manufacturer, we have had unsuppressed growth over the last 50 years, with an emphasis on providing a high standard of products and service. We are currently seeking the very best people, to further strengthen our position within the industry by appointing dedicated individuals to share in our success.

The Service Desk Manager role:

This will be a hands-on role, not just focused on supervising tasks. The estimated workload will be around 35% team leadership, with the remaining time spent providing technical support, handling escalations, and assisting with more complex tickets.

Experience

• Minimum 1 year’s experience in a team lead, supervisory role, with direct responsibility for supporting, mentoring, and managing IT support staff
• Proven background in IT support / service desk environments, supporting end users in a business setting
• Experience acting as an escalation point for complex technical or operational issues

Technical Skills

• Strong day-to-day administration of Microsoft 365, including:
  • User management
  • Licensing
  • Mailboxes and shared mailboxes
• Windows Server
• Print Server
• Home working Support
• General Networking skills
• Active Directory
• Group Policy
• VPN
• WiFi

Exchange Online:

• Daily operational administration (not infrastructure setup or migration)
• Permissions, and common user issues

Microsoft Intune (desirable):

• Day-to-day use and device management
• Policy application and troubleshooting (configuration knowledge beneficial but not essential)

Microsoft Entra ID (Azure AD):

• User and group management
• Role assignments
• Authentication and access troubleshooting

Leadership & Management Skills

• The ability to coach, motivate, and develop support analysts
• Experience managing workloads, priorities, and ticket queues
• Performance reviews, and informal feedback
• Comfortable setting expectations

Operational & Process Skills

• Experience improving support processes, documentation, and knowledge bases
• Strong understanding of SLA-driven environments

Communication & Personal Skills

• Excellent communication skills, both technical and non-technical
• Ability to engage confidently with users, management
• Calm, professional approach under pressure
• Strong organisational and time-management skills

Desirable (Nice to Have)

• Experience with ticketing system, Halo
• Familiarity with ITIL principles or structured IT service management (incident, problem, change)
• Veeam Backup
• Mimecast

This position will be rewarded with a competitive salary. In order for your application to be taken further please state your required salary.

If this sounds like the perfect opportunity for you and you’d like to become our Service Desk Manager  then please click ‘apply’ today – don’t miss out, they’d love to hear from you!