Service Desk Leader: Drive Excellence & Team Growth

Infusetech; East Midlands; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Holiday & birthday off

Flexible hours

Kudos rewards

Referral bonuses

Life assurance

Health cash plan

Company pension

Staff discounts

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

Team leadership

ITSM platforms

ConnectWise

Microsoft 365

ITIL

Stakeholder management

Customer service

Tools

ConnectWise

Microsoft 365

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.