Help Desk Manager: Lead IT Support & Customer Success

Manpower UK; Batley; On-site; GBP 52,000 - 72,000; Full time

Job summary

Manpower UK is seeking a Help Desk Manager for a North of England MSP. You will oversee the service desk, ensuring delivery against agreed SLAs and providing guidance to the team as a single point of contact for escalations.

You will manage daily activities, optimize resources, report metrics, and drive continuous improvements while mentoring staff and contributing to process development.

Qualifications

• Experience managing a service desk and escalating issues promptly.
• Ability to develop staff and mentor junior teammates.
• Strong communication with customers and internal teams.

Responsibilities

• Lead daily service desk activities and ensure SLA adherence.
• Act as single point of contact for escalations and problem identification.
• Oversee dispatch and allocation of resources to incidents and requests.
• Improve productivity and usage of IT support resources.
• Report status and metrics to management on ongoing projects.

Skills

Service desk management

Customer service

Communication

Team leadership

Problem resolution

Reporting & metrics

Resource planning

ITIL knowledge

Multi-tasking

Adaptability

Tools

ConnectWise

Remote monitoring

ITSM tools

Job description

Manpower UK is seeking a Help Desk Manager for a North of England MSP. You will oversee the service desk, ensuring delivery against agreed SLAs and providing guidance to the team as a single point of contact for escalations.

You will manage daily activities, optimize resources, report metrics, and drive continuous improvements while mentoring staff and contributing to process development.