IT Support Desk Manager

Construo; West Midlands Combined Authority; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading recruitment agency in the UK is seeking an experienced IT Support Desk Manager to lead a team of 15 technicians. This role involves enhancing service delivery and client satisfaction, utilizing tools like Datto Autotask and AI. The ideal candidate has proven leadership experience and strong technical knowledge. Competitive salary and benefits package offered.

Benefits

Competitive salary

22 days annual leave plus loyalty days

Employer pension contributions

Medicash health benefit

Ongoing training and development opportunities

Qualifications

• Proven experience leading and improving an IT service desk team.
• Demonstrated success improving service desk KPIs.
• Understanding of how AI can be applied to IT support.

Responsibilities

• Lead and improve service desk frameworks and processes.
• Take accountability for service desk outcomes and client satisfaction.
• Support team development through training and appraisals.

Skills

Leadership

ITIL knowledge

Datto Autotask experience

Communication

Technical knowledge of Microsoft environments

Tools

Datto Autotask

Windows Server

Active Directory

Office 365

Job description

Overview

Location: Lichfield

Salary: £45,000 – £60,000 (dependent on experience)

Construo Recruitment is seeking an experienced IT Support Desk Manager to lead and develop our IT service desk team. Youll oversee a group of 15 technicians ranging from 1st to 3rd line, including an international support team, and take full ownership of the desk's performance and growth.

This is more than just day-to-day management, its an opportunity to shape, refine, and transform the way we deliver IT support. Youll strengthen frameworks, improve efficiency, raise CSAT scores, and harness technology (including Datto Autotask and AI) to deliver faster, smarter service to our clients.

Key Responsibilities

• Lead and continuously improve service desk frameworks, processes, and standards
• Take full accountability for service desk outcomes, efficiency, and client satisfaction
• Increase first-time fix rates and drive improvements in CSAT scores
• Maximise the use of Datto Autotask (or similar tools) across ticketing, reporting, and automation
• Explore and implement AI solutions to improve support delivery and response times
• Provide escalation support for complex technical issues
• Analyse ticket trends and initiate proactive improvements
• Support team development through 1:1s, training, objectives, and appraisals
• Maintain strong client relationships through professional communication and service reviews

What Were Looking For

• Proven experience leading and improving an IT service desk team
• Strong knowledge of ITIL or similar service management frameworks
• Demonstrated success improving service desk KPIs (efficiency, CSAT, resolution times)
• Hands-on experience with Datto Autotask or similar RMM/PSA platforms
• Understanding of how AI can be applied to IT support
• Technical knowledge of Microsoft environments (Windows Server, Active Directory, Office 365)
• Strong leadership and communication skills, with the ability to influence across teams

Personal Attributes

• A practical, people-first leader with a collaborative mindset
• Data-driven and process-focused, with an eye for continuous improvement
• Confident decision-maker, adaptable to change and fast-moving environments

Benefits

• Competitive salary of £45k£60k (depending on experience)
• 22 days annual leave + loyalty days + 8 bank holidays
• Employer pension contributions
• Medicash health benefit after 6 months
• Ongoing training and professional development opportunities
• Team-building activities and incentives
• Recognition and rewards for performance and commitment