Service Desk Manager

Job Title: Service Desk Manager
Location: Doncaster - 4 days per week on site
Salary: Up to £55k

Why Apply?

An exciting opportunity has arisen for an experienced Service Desk Manager to lead and develop a high performing IT support team within a fast paced and evolving enterprise environment. This permanent, full time Service Desk Manager role offers a blend of operational leadership, IT service management, and stakeholder engagement. Perfect for candidates seeking a Service Desk Manager job with a passion for driving service excellence and ITSM best practices.

This role is ideal for professionals seeking long term IT careers in a collaborative and service-oriented culture.

Service Desk Manager Responsibilities

• Lead, coach, and manage first and second line IT support teams, ensuring optimal service delivery and customer satisfaction.
• Champion consistent proactiveness across the service function, driving continuous improvement (trend analysis, ect).
• Oversee and continuously improve service desk operations in line with ITIL, ISO27001, and other relevant frameworks.
• Monitor performance through KPIs and metrics, identifying improvement areas and coaching team members to meet targets.
• Own the service management framework including incident, request, problem, and change management processes.
• Analyse service desk data to ensure SLAs are consistently achieved or exceeded.
• Champion the IT service brand through proactive communication, stakeholder engagement, and customer feedback initiatives.
• Drive continuous service improvement and take ownership of problem management and escalation processes.
• Ensure team training aligns with evolving service requirements and technology trends.

Service Desk Manager Requirements

• Proven experience managing IT support/service desk teams in a mid-to-large scale environment.
• Strong knowledge of IT service management (ITSM), including ITIL, incident management, problem management, and change management.
• Practical experience with ITSM tools and platforms.
• Deep understanding of service delivery processes and frameworks such as ISO27001, NIST, or Cyber Essentials.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work under pressure, manage conflicting priorities, and deliver results to deadlines and budgets.
• Strong analytical and problem-solving skills with a methodical and structured approach.

What's in it for me?

• Ongoing professional development and training opportunities
• Inclusive culture with a strong focus on employee wellbeing
• Opportunity to shape and mature a key service function within a growing organisation

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.