Job Description

Our client is expanding…!

An exciting opportunity has arisen for a Service Desk Manager
to join our team.

Please note: this is an office-based role. Being present on site is essential to becoming part of the team, building relationships, and leading effectively.

Founded in 2000, our client has always had a single purpose in mind:
helping people get the most out of their technology!

It’s not just about fixing
broken systems, though of course that plays a part, they believe IT should be a
business enabler, not a cost burden, and they work hard to deliver real value
beyond business continuity.

Their highly skilled team shares the belief that clients’
IT is their business, and should be treated as such. The service and support provided reflects this ethos. Their client base spans sectors from retail and
entertainment to manufacturing; the key element is that the trust placed in our client as their local friendly experts.

They provide a full range of services including:

• Supporting
  desktops and servers
• Cloud systems
• Email systems
• Virtualisation
• Backup and
  disaster recovery
• Anti-virus
• Networking and more..

They're constantly expanding services and want every team member to be part of that journey. That means
supporting employees and encouraging them to learn new skills.

This opportunity will involve leading, developing and
managing the service desk team to deliver excellent IT support across the customer base. You’ll oversee team performance, provide guidance on
escalations and take responsibility for service standards. You’ll also ensure
service performance is tracked, reporting on SLAs and KPIs to senior
leadership and driving continuous improvement across the desk.

As Service Desk Manager your duties and responsibilities will
include:

• Leading, supporting, and
  motivating the service desk team to deliver excellent client service.
• Providing guidance on
  escalated issues and managing client concerns effectively.
• Overseeing the allocation,
  monitoring and closure of support tickets.
• Ensuring SLAs and KPIs are
  met and reporting performance to senior leadership.
• Analysing service desk data
  to identify trends and drive improvement.
• Building strong relationships
  with clients and ensuring customer satisfaction.
• Encouraging training,
  development, and certification within the team.
• Maintaining a positive team
  culture that balances performance, collaboration, and growth.
• Supporting the wider business
  in developing and expanding service offerings.

The ideal candidate will have the following key skills and
preferred experience:

Essential Skills:

• Previous experience managing
  or leading a service desk or IT support team.
• Familiarity with common IT
  environments including Windows desktops and servers, Microsoft 365, cloud
  platforms, networking, security, and backup solutions (awareness rather
  than hands-on expertise).
• Excellent communication
  skills, both verbal and written.
• Ability to manage client
  escalations professionally and calmly.
• Experience monitoring and
  reporting on SLAs and KPIs.
• Strong organisational skills
  with attention to detail.
• Able to balance leadership
  responsibilities with occasional hands-on support.
• Problem-solving mindset with
  a focus on outcomes.
• Full UK driving licence and
  access to a car.
• Willingness to work full-time
  in the office.

Ideal Skills:

• Experience using helpdesk
  applications and reporting tools.
• Knowledge of IT support
  processes and escalation management.
• Exposure to a wide range of
  client sectors and IT environments.
• Background in driving service
  improvements and implementing best practice.

You will be supported by senior engineers and work closely
with senior leadership to ensure our clients receive the best possible service.
We encourage continuous learning and skills development, and we want our
managers to grow alongside the team they lead.

If you are motivated to lead, improve, and shape IT support
services, we’d love to hear from you.