Service Desk Manager

We are looking for a Service Desk Manager, reporting into the Head of IT Support. This will be a hands‑on role, not just focused on supervising tasks. The estimated workload will be around 35% team leadership, with the remaining time spent providing technical support, handling escalations, and assisting with more complex tickets.

• Minimum 1 year’s experience in a team lead, supervisory role, with direct responsibility for supporting, mentoring, and managing IT support staff.
• Proven background in IT support / service desk environments, supporting end users in a business setting.
• Experience acting as an escalation point for complex technical or operational issues.

Strong day‑to‑day administration of Microsoft 365, including:

• User management
• Licensing
• Mailboxes and shared mailboxes

• Windows Server
• Print Server
• Home working Support
• General Networking skills
• Active Directory
• Group Policy
• VPN
• Wi Fi

Exchange Online:

• Daily operational administration (not infrastructure setup or migration)
• Permissions, and common user issues

Microsoft Intune (desirable):

• Day‑to‑day use and device management
• Policy application and troubleshooting (configuration knowledge beneficial but not essential)

Microsoft Entra  (Azure AD):

• User and group management
• Role assignments
• Authentication and access troubleshooting

• Ability to coach, motivate, and develop support analysts.
• Experience managing workloads, priorities, and ticket queues.
• Performance reviews, and informal feedback.
• Comfortable setting expectations.

• Experience improving support processes, documentation, and knowledge bases.
• Strong understanding of SLA-driven environments.

• Excellent communication skills, both technical and non-technical.
• Ability to engage confidently with users and management.
• Calm, professional approach under pressure.
• Strong organisational and time-management skills.

• Experience with ticketing system, Halo.
• Familiarity with ITIL principles or structured IT service management (incident, problem, change).
• Veeam Backup.
• Mimecast.

£45,000- £48,000 salary
Company bonus
Company pension