Service Desk Manager

💰 £55,000 to £65,000 per annum

📍 Hybrid. 2 days per week onsite across Cambridgeshire and Hertfordshire

Company & role

This opportunity sits with a well established IT solutions and managed services provider known for delivering high quality support and long term customer partnerships across the UK.

You will take ownership of a circa 20 person service function, including Service Desk Engineers, Senior Engineers, a Team Leader and Field Engineers. This is a leadership role with real visibility, where you will shape how service is delivered, improve operational standards and build a high performing, customer focused culture.

Why This Role Stands Out

• A genuine leadership role where you influence how the service desk operates, not just maintain it
• Strong backing from the wider business to improve tooling, processes and performance
• Opportunity to implement and optimise ITSM tooling and service frameworks
• A role that blends people leadership with operational improvement
• Clear scope to develop your leadership capability in a growing organisation

Key Responsibilities

• Lead, mentor and develop a multi layered service desk team
• Own service desk performance across SLAs, KPIs and customer satisfaction
• Drive a first time fix mindset and continuous service improvement
• Oversee and enhance ITSM processes, tools and workflows
• Work closely with senior stakeholders to align service delivery with business goals
• Manage escalations and ensure high quality resolution across complex issues
• Build a positive, accountable and high performing team culture

Ideal Experience

• Proven experience leading service desk or support teams within managed services or large scale IT environments
• Strong understanding of ITSM principles and service delivery frameworks
• Experience improving service performance across KPIs and SLAs
• Confident managing teams of varying seniority, including team leads
• Solid technical awareness with the ability to challenge and guide engineers
• A hands on, pragmatic leadership style with a focus on continuous improvement