Service Desk Manager

About The Client:

A UK-based Managed Service Provider delivering secure, critical IT services to customers in Energy, Policing, and Financial Services. They design, build, and manage resilient IT platforms that support operations where uptime, performance, and security cannot be compromised.

This role is based in Steeton, West Yorkshire, in the office with your team. You’ll work in a close-knit, skilled team where ideas are valued, accountability is clear, and performance is measured.

They support customers where service reliability is critical. We expect high standards, and we invest in people who share that mindset.

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We’re looking for a Service Desk Manager to lead a small but growing team of technical engineers delivering high-quality support to major customers in Energy and Policing.

This is a hands-on leadership role. You’ll build a strong, high-performing service desk culture – focused on proactive communication, accuracy, and continual improvement. You’ll make sure customers experience consistently excellent service, and that the team operates efficiently and confidently in a 24/7 support environment.

You’ll report to the Operations Director and work closely with Engineering, Account Management, and PMO teams to keep mission-critical systems available, secure, and improving.

Responsibilities will include:

• Lead, coach, and develop the Service Desk team to deliver exceptional customer support.
• Maintain strong service levels and a CSAT score above 8.5.
• Be the escalation point for major incidents and customer issues.
• Refine and manage Service Desk processes – incident, request, problem, and change.
• Use data and dashboards to report performance trends and drive decisions.
• Manage handover from project delivery to business-as-usual service.
• Identify and implement continuous improvements through automation, training, and feedback.
• Represent the company at customer meetings, sharing insights and service reports.

Required skills

• Experience leading or managing a customer-facing IT service or support team.
• Strong technical grounding in infrastructure, networks, and cloud environments.
• A calm, structured approach under pressure and during escalations.
• Excellent communication skills, able to explain complex issues clearly to non-technical people.
• Experience driving process improvement and service excellence within ITIL and ISO27001 frameworks.
• A collaborative mindset, supporting others while maintaining accountability.

Desirable Experience

• Familiarity with Energy or Police sector operations.
• Experience with Microsoft 365, Azure, networking, and monitoring tools.
• Exposure to ConnectWise ITSM/PSA system.
• Relevant certifications (Microsoft, Networking, ITIL).

Additional requirements

• Ability to obtain Security Clearance and Non-Police Personnel Vetting (NPPV3).
• Full UK driving license.

What we offer

• A competitive salary: £55,000 – £65,000
• Opportunities for professional development and certifications
• Bring Your Own Device scheme (refreshed every 3 years)
• 33 days holiday per year
• Holiday rollover / buyback options
• Company events held twice a year

For more information on this role and to register an interest, please reach out to Nikki Henry at Prince Talent & Resourcing at Nikki@prince-resourcing.co.uk