Service Desk Manager

Are you an experienced Service Desk Manager looking for a new opportunity? Our client is looking for a Service Desk Manager to lead dynamic team and shape the future of their IT support services driving customer service excellence and fostering a culture of continuous improvement. This role offers the chance to grow within a thriving company, aligning service delivery with business objectives and ensuring exceptional client experiences.

Working for our client, you will be able to develop your career as the company expands, as they really promote learning nd professional development. You will be leading and mentoring a team of 1st, 2nd, and 3rd line engineers, fostering a positive, customer-focused culture. Working in this collaborative environment, you will get the chance to work closely with senior management, account managers, and the team to enhance client engagement and service offerings.

As the Service Desk Manager you will be supporting the

- Team Leadership & Management: Conduct performance reviews, training plans, and foster a positive team culture.

- Service Delivery: Ensure all tickets are managed within agreed SLAs and KPIs, oversee incident management, and maintain service quality.

- Process & Continuous Improvement: Review and improve Service Desk processes, drive first-time fix rate improvements, and support ISO27001/9001 compliance.

- Client Engagement: Act as a senior escalation contact, support client reviews, and contribute to onboarding new clients.

- Reporting & Metrics: Produce and analyse service performance reports, present trends, and ensure accurate data in PSA/RMM systems.

As the Service Desk Manager you will have:

- Experience of managing a Service Desk or IT Support team within an MSP environment.

- Strong understanding of ITIL principles and service management best practices.

- Experience with ticketing and monitoring systems (Autotask, Datto).

- Excellent communication, leadership, and stakeholder management skills.

- Technical understanding of common SME technologies (Microsoft 365, Azure, networking, backup, security).

- Strong commitment to customer service.

Join our client and be part of a team that values innovation, customer satisfaction, and continuous improvement. If you are a proactive leader with a passion for IT service management, this role is your next career milestone. Apply now and help shape the future of IT support services.

If you feel that the Service Desk Manager role is for you then please do apply.

We very much look forward to hearing from you and will be reviewing all applications over the next 2 to 3 weeks. If you are selected, we will be in contact and if not, we will be keeping your details on file for any future vacancies.

By applying for this Service Desk Manager role, you are agreeing for your CV to be held on our database, stored confidentially and securely. Your CV details will be used and kept only to provide recruitment services from us. We will only send your details to clients once discussed with you and your data will not be shared with any other third party. You can ask for the deletion or correction of your data, or to opt out of this service at any point by informing Exact Sourcing.

Exact Sourcing is an equal opportunities employer.