Service Desk Leader: Drive Excellence & Team Growth
Infusetech
A complete application in a minute — tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
Infuse Technology in Derby is seeking an experienced Service Desk Manager to lead a busy desk of first and second-line engineers. You will drive service excellence, manage SLAs, and grow the team while collaborating with clients and internal stakeholders.
You should have 5+ years in IT support or service desk leadership, strong ITSM/ConnectWise experience, and ITIL knowledge. A customer-focused, proactive approach is essential for success in this fast-paced environment.
Qualifications
- 5+ years of IT support or service desk management experience.
- Proven experience leading technical support teams.
- Strong knowledge of ITSM platforms, ideally ConnectWise.
- Experience with Microsoft 365 administration and modern workplace tech.
- Solid understanding of ITIL practices and service management.
- Excellent communication, stakeholder management and problem-solving.
Responsibilities
- Lead and manage a team of first and second-line support engineers.
- Oversee daily service desk operations and SLA adherence.
- Monitor KPIs: ticket resolution times, first-contact resolution, CSAT.
- Escalate complex issues and manage client relationships.
- Drive process improvements and ITIL-aligned incident/problem/change practices.
- Collaborate with wider teams to align service with business goals.
Skills
Tools
Job description
Infuse Technology in Derby is seeking an experienced Service Desk Manager to lead a busy desk of first and second-line engineers. You will drive service excellence, manage SLAs, and grow the team while collaborating with clients and internal stakeholders.
You should have 5+ years in IT support or service desk leadership, strong ITSM/ConnectWise experience, and ITIL knowledge. A customer-focused, proactive approach is essential for success in this fast-paced environment.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
