Onsite IT Service Desk Manager

ExamWorks Group; Bolton; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

ExamWorks Group in Bolton is seeking an IT Service Desk Manager to lead the 1st Line IT Support team for over 850 users on a fully on-site basis. The role reports to the Head of IT Service Delivery and focuses on service excellence, SLA adherence, and continuous process improvement.

You will drive day-to-day operations, coach the team, and act as a key escalation point while ensuring robust IT support processes and strong stakeholder relationships across the organisation.

Qualifications

• ITIL v3 or ITIL v4 certification is required.
• Degree-level qualification or equivalent experience.
• Strong organisational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills with the ability to explain technical concepts to non-technical audiences.

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

Leadership

Stakeholder management

Team coaching

Service Management

SLA monitoring

Microsoft 365

Windows systems

ISO27001 knowledge

Education

Degree or equivalent

Tools

ServiceNow

Microsoft 365

Job description

ExamWorks Group in Bolton is seeking an IT Service Desk Manager to lead the 1st Line IT Support team for over 850 users on a fully on-site basis. The role reports to the Head of IT Service Delivery and focuses on service excellence, SLA adherence, and continuous process improvement.

You will drive day-to-day operations, coach the team, and act as a key escalation point while ensuring robust IT support processes and strong stakeholder relationships across the organisation.