On-Site Service Desk Manager: Lead IT Support & Improvement

ExamWorks Investigation Services Limited; Bolton; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

ExamWorks Investigation Services Limited is seeking an IT Service Desk Manager to lead the 1st Line IT Support for over 850 users. This on-site role in Bolton requires strong leadership and service excellence.

You will drive incident management, SLAs, continuous improvement, and liaison with stakeholders across the business to deliver reliable IT services. The role reports to the Head of IT Service Delivery and offers competitive benefits in a dynamic, on-site environment.

Qualifications

• Experience managing a 1st Line IT Service Desk team.
• Strong customer service and stakeholder management experience.
• Coaching, developing and motivating teams.
• Experience in ITIL-based service management.
• Knowledge of SLA management and service performance monitoring.
• Experience supporting Microsoft desktop and server technologies.
• Understanding of asset and configuration management.
• Experience with ISO27001 principles and controls.

Responsibilities

• Lead and manage the Service Desk team, providing coaching, support and development.
• Oversee the management of service requests, incidents, problem tickets and escalations.
• Ensure timely resolution of support issues across Windows, iOS, Android and virtual desktop environments.
• Manage end-user computing platforms and Microsoft 365 services.
• Develop and enhance incident management processes and ServiceNow workflows.
• Drive root cause analysis and continuous improvement initiatives.
• Manage software licence allocation and reclamation to maintain budgeted costs.
• Develop, implement and maintain Service Desk policies, standards and procedures.
• Monitor and report on KPIs, service levels and customer satisfaction metrics.
• Ensure accurate and up-to-date technical documentation, user guides and knowledge base articles.
• Build strong relationships with stakeholders across the organisation and act as a trusted IT partner.
• Stay current with industry trends, emerging technologies and best practice frameworks.

Skills

ITIL Certification

Degree qualified

Organizational skills

Multi-tasking

Communication skills

Problem solving

Influence & relationships

Education

Degree-level qualification

Job description

ExamWorks Investigation Services Limited is seeking an IT Service Desk Manager to lead the 1st Line IT Support for over 850 users. This on-site role in Bolton requires strong leadership and service excellence.

You will drive incident management, SLAs, continuous improvement, and liaison with stakeholders across the business to deliver reliable IT services. The role reports to the Head of IT Service Delivery and offers competitive benefits in a dynamic, on-site environment.