Service Desk Manager

Currently remote working but moving to hybrid in the coming months

An exciting opportunity has arisen for an experienced Service Desk Manager to lead a growing technical support team for a well-established IT services provider. This role will suit someone who thrives on delivering exceptional customer service, driving operational excellence, and leading teams to success.

You’ll oversee day-to-day Service Desk operations, manage escalations, and continuously improve service delivery processes in line with ITIL best practices.

Key Responsibilities

• Lead and manage daily Service Desk operations, ensuring efficient delivery of IT support services.
• Oversee the implementation and adherence to policies, processes, and procedures across the Service Desk function.
• Act as the escalation point for high-priority issues, ensuring timely resolution and clear communication with stakeholders.
• Build and maintain strong relationships with clients, promoting trust and long-term partnerships.
• Manage, mentor, and develop the Service Desk team — including recruitment, training, performance management, and setting clear objectives.
• Monitor service performance, producing regular reports and insights for the leadership team.
• Identify opportunities for continuous improvement in processes, tools, and customer experience.
• Collaborate with technical teams and third-party suppliers to maintain service quality and resolve complex incidents.
• Own and improve key ITIL processes, including Incident, Request, Change, and Escalation management.
• Ensure all service activities are compliant with data protection, security, and company standards.
• Support ISO systems and certifications as part of the wider information management function.
• Drive a culture of collaboration, accountability, and customer focus across the team.

Skills & Experience

• Minimum of 3 years’ experience in a Service Desk Manager or equivalent leadership role within IT services.
• Strong understanding of ITIL frameworks (ITIL Foundation certification preferred).
• Excellent communication and stakeholder-management skills.
• High attention to detail with the ability to work effectively under pressure.
• Proven track record in managing teams and driving service improvement initiatives.
• Strong technical awareness across modern IT infrastructure, cloud, and networking technologies.

Desirable Experience

• Experience using PSA tools (e.g., HaloPSA).
• Familiarity with RMM platforms (e.g., Ninja).
• Knowledge of IT Glue, Microsoft 365, Azure, and Ubiquiti solutions.

Key Performance Indicators

• Customer satisfaction and SLA achievement.
• Ticket management efficiency and resolution rates.
• Team development and retention.
• Implementation of service improvements.