Service Desk Manager

Join us as our next Service Desk Manager and lead the charge in delivering world‑class customer support to our global clients. In this pivotal role, you’ll drive operational excellence across our Support Services team, ensuring rapid incident resolution, exceptional customer experiences, and a culture of continuous improvement.

You’ll lead and develop a high‑performing team, enhance service processes, and collaborate closely with internal and external stakeholders to keep our systems and customers running smoothly. If you’re an experienced support leader with a passion for service quality, strong communication skills, and a track record of driving meaningful change, we’d love to hear from you.

• Maintain consistently high levels of customer satisfaction across Support Services.
• Lead, manage, and motivate the Support Team to ensure customer needs are met and service levels are achieved.
• Communicate the Microlise Business Strategy and any updates to all team members.
• Monitor team KPIs, take corrective actions where required, and ensure incidents are resolved within SLA with regular updates provided.
• Ensure all support processes are fully documented, consistently audited, and continuously improved.
• Deliver clear communication and training to ensure alignment and adoption of end‑to‑end support and swarm management processes.
• Coordinate effectively with internal and external stakeholders, including resolver groups, customers, and cross‑functional teams.
• Conduct and share insights from service and operational performance reviews.
• Ensure both technical and non‑technical training is delivered, measured, and continually improved.
• Implement and maintain training and development plans for all team members.
• Analyse incident trends to identify peak periods, staffing requirements, and opportunities to reduce repeat incidents.
• Contribute to the development of support processes, tools, templates, documentation, and reports.
• Ensure effective working practices are in place to support accurate and timely swarming activities.
• Provide education, coaching, and guidance to promote adherence to processes and drive ongoing improvements.
• Develop strong, ongoing knowledge of the Microlise product suite.
• Standardise work practices, promote a quality culture, and enable service excellence.

• Demonstrable experience in a customer support leadership role or similar discipline.
• Extensive experience managing Support Services, Problem Management, Change Management, and Major Incident functions within a 24×7 environment.
• Proven experience supporting team progression through regular 1:1s and PDPs.
• Strong customer‑focused mindset with the ability to deliver exceptional technical support.
• Excellent communication skills, able to translate technical information for non‑technical audiences.
• Ability to identify customer issues, working with internal teams (Development, Delivery) to drive resolution.
• Strong track record managing and resolving incidents end‑to‑end.
• ITIL qualification and significant experience leading IT service teams.
• Demonstrated ability to drive continuous improvement and meaningful change.
• Experience managing customers effectively, particularly within blue‑chip environments

When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof‑of‑purchase solutions has probably been used. Our solutions deliver value to many of the UK’s leading grocery retailers and food logistics providers as well as to household names including JCB, Eddie Stobart, Carlsberg, Waitrose and Tesco.

Proudly Midlands‑based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.

• Full support and training to ensure you are well equipped to succeed in your role
• Private medical insurance with Vitality Health including rewards for members such as:
  Free Amazon Prime, Apple Watch, discounted…