Service Desk Manager

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Location: Manchester
- Hybrid
Salary: £36,000 - £39,000 DOE
Hours: 9am-5pm Monday-Thursday, 9am-4.30pm Friday
Contract: Permanent

We are seeking a Service Desk Manager to lead our team of first- and second-line engineers, ensuring high-quality technical support that enhances client satisfaction. You will play a crucial role in managing service performance, driving continuous improvement, and fostering a high-performing team environment. If you have strong technical expertise, leadership skills, and a customer-centric mindset, we want to hear from you!

Key Responsibilities

• Manage, mentor, and develop a team of first- and second-line service desk engineers to ensure high performance and efficiency.
• Oversee and manage the IT service request queue, continuously reviewing SLA and KPI metrics to meet business requirements.
• Provide both onsite and remote desktop support across multiple office locations.
• Ensure resource availability and effective team scheduling to maintain service levels.
• Act as the first point of escalation for service and delivery issues, ensuring prompt resolution.
• Analyse service desk performance, identify problem areas, and implement improvements to enhance overall service quality.

About You

• Proven experience as a Service Desk Manager or Help Desk Manager, managing teams across multiple sites.
• Strong technical background, including working knowledge of Active Directory and IT software.
• Excellent leadership and people management skills, with a track record of developing high-performing teams.
• Customer-service oriented with a proactive, problem-solving mindset.
• Ability to use data analytics to drive business decisions and improve service delivery.
• Effective communicator, capable of working with both technical and non-technical stakeholders.

What We Offer You:

• Life assurance scheme - x2 Basic annual salary
• Employee Assistance Programme
• Annual Leave entitlement - 20
  -25 days rising a day each year completed years service
• Pension % - 5% employee and 3% employer contribution
• High street discount programme

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Information Services