Service Desk Manager

Role: Service Desk Manager

Location: Hereford | On-site, 5 days per week

Salary: £30,000 – £40,000 + benefits

Benefits: 25 days holiday, private healthcare, career development, and training support

Our client, a leading managed IT services provider, is hiring a Service Desk Manager to lead a dynamic team of service desk analysts. This role is central to maintaining outstanding customer service standards and ensuring efficient day-to-day IT support operations.

What you’ll do

• Manage, coach, and develop a team of service desk analysts in a busy support environment
• Oversee ticket prioritisation, escalation, and resolution to meet SLAs and client expectations
• Drive service improvements and ensure best practice across incident and request management
• Collaborate with technical teams to ensure smooth handovers and efficient problem resolution
• Monitor performance metrics and customer feedback, implementing action plans for improvement

You’ll work closely with senior leadership to deliver an exceptional service experience and support continuous improvement across the IT service function.

What we’re looking for

• Previous experience managing or supervising an IT service desk or technical support team
• Strong understanding of ITIL or similar service management frameworks
• Excellent leadership, communication, and organisational skills
• Customer-focused approach with a commitment to service excellence
• Experience in a managed service provider (MSP) environment (advantageous)

The ideal candidate will bring energy, structure, and a hands-on leadership style, thriving in a collaborative, fast-moving IT support environment.

Why join?

• Lead and shape a high-performing service desk team
• Join a well-established, customer-focused technology business
• Gain exposure to diverse client environments and technologies
• Enjoy professional growth with ongoing training and certification opportunities

Apply now to lead a talented team and drive service excellence in a growing IT services organisation.