Service Desk Manager

Razorblue Group; Abbot's Salford; Hybrid; GBP 50,000 - 58,000; Full time

Job summary

A growing tech company is seeking a Service Desk Manager to lead their team across the North West & Scotland. The ideal candidate will have exceptional technical knowledge, customer service skills, and a passion for continuous improvement in service delivery. You will drive excellence with a focus on mentoring and supporting your team while ensuring outstanding customer support for clients.

Benefits

Hybrid working

25 days holidays plus the ability to purchase 10 more

£2000 Referral Scheme Bonus

Fully funded training and accreditations

Private Health Insurance with Vitality Health

Discounted Broadband

Life insurance

Cycle to Work scheme

Qualifications

• Strong team leadership and relationship management.
• Competent with Windows desktop support and Microsoft technologies.
• Impeccable communication skills and experience in customer service.

Responsibilities

• Lead and manage the service desk team across the North West & Scotland.
• Drive service excellence and monitor performance.
• Act as a key client contact and handle escalations.

Skills

Leadership & People Management

Technical Expertise

Analytical & Organisational Skills

Communication & Customer Service

Industry Knowledge & Experience

Education

ITIL certification

Job description

Razorblue Role

We are looking for a Service Desk Manager to join our growing team of like-minded tech people. Should you choose to accept, your responsibilities will encompass:

• Lead and manage the service desk team across the North West & Scotland Region, ensuring exceptional technical support and customer service.
• Drive service excellence by monitoring performance, implementing best practices, and leading continuous improvement initiatives.
• Act as a key client contact, handling escalations, attending meetings, and fostering strong partnerships.
• Collaborate across departments to enhance service delivery, innovate processes, and ensure seamless operations.
• Provide strategic leadership, reporting to the Service and Support Director and shaping the team’s success.
  
  

Our perfect candidate should have a wealth of knowledge spanning various technologies and being able to use these skills to troubleshoot and deliver five star solutions that keep our clients happy is a must!

Customer service is paramount to us, which is why we only look for candidates with excellent customer facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here.

Razorblue Requirements

We know its unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning. If this aligns with your own growth mindset, we would love you to apply.

• Leadership & People Management – Strong team leadership, relationship management, and ability to mentor and guide a service desk team.
• Technical Expertise – Competent with Windows desktop support, tablet/mobile device support, network troubleshooting (ping, trace route), and Microsoft technologies (Active Directory, Exchange Server, Office 365, Group Policy, Azure AD Sync & Connect, Veeam Backup & Replication).
• Analytical & Organisational Skills – Attention to detail, ability to prioritise workload effectively, and drive strategic service improvements.
• Communication & Customer Service – Impeccable written and verbal communication, ability to explain technical concepts clearly, and strong customer relationship skills.
• Industry Knowledge & Experience – Familiarity with corporate or MSP environments, an understanding of razorblue’s business and client needs, and service delivery expertise.
• Qualifications & Requirements – ITIL certification or higher education (degree desirable), full UK driving license, and excellent fluency in English.
  
  

Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.

Razorblue Gives

Working for an IT partner isn’t for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate.

If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, paired with our teams drive for learning, resulted in 34 promotions being granted in 2022.

We operate a hybrid working policy across most roles and often get asked why we haven’t made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.

Our Other Benefits Include

• Base salary of £50,000 per annum depending on skills and knowledge
• Hybrid working
• 25 days holidays per annum public holidays the ability to purchase 10 more
• Your birthday off (Obviously!)
• £2000 Referral Scheme Bonus – if you know other techies that want to join us
• Enhanced maternity, paternity, adoption Baby bonus (Family is important to us)
• Fully funded training and accreditations to expand your skillset
• Two paid charity volunteering days per year
• Discounted Broadband (Necessity)
• Life insurance
• Private Health Insurance with Vitality Health
• Quarterly team social fund
• Cycle to Work scheme
• Gear up with the latest tech toys through our partnership with Currys
• Cruise around in an eco-friendly electric car with our EV Scheme
  
  

We're committed to creating an inclusive and accessible recruitment process. Please don't hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We're here to support you.

Agencies/Recruiters Please Note

To maintain an efficient and direct application process, we ask that recruitment agencies refrain from contacting us regarding our vacancies. We encourage individual candidates to apply directly through our website, as it enables us to manage our hiring process more effectively. Razorblue does not accept unsolicited speculative CVs. Your cooperation in this matter is greatly appreciated and contributes to our efforts in finding the best possible fit for our team. Rest assured; we'll reach out if we ever need assistance from agencies. Thanks for understanding!