Hybrid Service Desk Manager - Unlimited Leave & Growth

Infinity Group; Tunbridge Wells; Hybrid; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Unlimited annual leave

Private healthcare

Life assurance

Company shares

Electric car scheme

Flexible / remote working

Job summary

Infinity Group is seeking an IT Service Desk Manager in a hybrid role based near Tunbridge Wells. You will own service desk performance, drive improvements in incident handling and secure, compliant operations across Microsoft 365, Azure, and related platforms.

The role emphasizes data-driven decision making and staff development. You will lead First and Second Line engineers, balance workloads, and ensure consistent customer outcomes while fostering a culture of learning and excellence in a

Responsibilities

• Own the day-to-day performance of the Service Desk, using data and feedback to protect SLAs and improve first contact resolution.
• Provide clear ownership during complex tickets and major incidents, coordinating with technical teams and communicating updates.
• Plan resources around ticket demand, escalation needs and on-call coverage while ensuring accurate time recording for billing.
• Set expectations for engineers, coach and develop them, enabling progression into wider technical and consultancy roles.
• Use root cause analysis, knowledge management and shift-left opportunities to reduce avoidable demand and improve triage.
• Maintain ITIL-aligned governance, cyber security controls and ISO 27001 obligations to ensure a secure, professional service.

Job description

Infinity Group is seeking an IT Service Desk Manager in a hybrid role based near Tunbridge Wells. You will own service desk performance, drive improvements in incident handling and secure, compliant operations across Microsoft 365, Azure, and related platforms.

The role emphasizes data-driven decision making and staff development. You will lead First and Second Line engineers, balance workloads, and ensure consistent customer outcomes while fostering a culture of learning and excellence in a