Hands-on Service Desk Manager | Incident & Growth Leader

Armstrong Talent Partners

Blantyre

On-site

GBP 45,000 - 65,000

Full time

5 days ago

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Benefits offered by this job

33 days annual leave

Life assurance at 4x salary

Group income protection at 70% of sal

Job summary

Armstrong Talent Partners is seeking a Service Desk Manager to lead our support team across IaaS, BaaS, DRaaS and Network offerings. This role focuses on building a capable, self-sufficient desk, reducing reliance on individual engineers, and developing talent from 1st to 3rd line.

You will balance hands-on work with strategic incident management and continuous improvement. The ideal candidate has demonstrated leadership of a service desk, strong hands-on IT skills, and solid communication and

Qualifications

Experience leading a Service Desk or IT support function.
Transitioned from an experienced support engineer into a management role.
Strong hands-on technical grounding to challenge diagnoses and review notes.
Excellent communication and stakeholder management skills.
Full UK driving license.

Responsibilities

Build a structured development pathway (1st–3rd line) with coaching and progression.
Act as escalation point and drive investigations toward resolution.
Duty manager for major incidents and customer escalations.
Embed incident, problem, change and knowledge management into daily operations.
Represent operational support requirements with technical, project and service teams.
Drive performance analysis and root-cause improvements.
Standardise documentation and reduce escalation volume.