Service Desk Lead / Hybrid Working Manchester

Service Desk Lead / Hybrid Working Manchester

Salary : £45,000

We're on the lookout for a proactive, detail-driven Service Desk Lead to take full ownership of our customer-facing Service Desk function. If you thrive in fast-paced environments, love solving problems, and are passionate about delivering exceptional support, this could be your next big move.

Responsibilities

• Taking end-to-end ownership of our Service Desk operations, ensuring fast, reliable, and high-quality support for users.
• Managing and optimising ticket workflows to meet strict SLA targets.
• Identifying and resolving bottlenecks to keep things running smoothly.
• Jumping in on complex or urgent issues when needed - you're not afraid to get hands-on.
• Continuously improving support processes to reduce resolution times and enhance user satisfaction.
• Maintaining and evolving our Knowledge Base and internal documentation to encourage self-service and cut down on incoming tickets.
• Monitoring service desk metrics, analysing trends, and turning insights into action.
• Collaborating with technical and customer-facing teams to drive continuous improvement.

This isn't a traditional team management role. It's a functional leadership position, focused on operational excellence and driving service improvement.

• Experience working in a customer-facing service desk role in a software or SaaS business.
• Familiarity with Zendesk or similar ITSM tools.
• Exposure to service improvement projects or initiatives (e.g. launching a self-service portal or improving ticket triage workflows).
• Participation in or support for audit/compliance processes.
• Experience with performance reporting using tools like Power BI, Excel, or built-in dashboards

If this role sounds like your next career move please click "APPLY" OR email lauren.hamer@oliverjames.com