Service Desk Manager

TD SYNNEX; Bracknell; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading global technology distributor in Bracknell is looking for a Service Desk Manager to lead a 24/7 support team. The role involves optimizing operations, managing incidents, and fostering team development. Candidates should have 3-5 years of experience in a similar role and relevant certifications. This hybrid position offers competitive compensation and a focus on personal and professional growth.

Benefits

Competitive salary

Hybrid work (2 days in office)

Comprehensive benefits

Continuous learning opportunities

Diversity, Equity & Inclusion programs

Qualifications

• 3-5 years of experience in a similar role.
• Relevant certifications (e.g. CompTIA Networking+, JNCIS, CCNA).
• Experience with customer escalation and major incident management.

Responsibilities

• Manage and optimize the 24x7 service desk shift rotation.
• Design and implement processes for operational efficiency.
• Manage HR and operational activities of the service desk.
• Conduct customer escalations and manage major incidents.
• Drive continuous improvement through KPI monitoring.
• Develop team members through mentoring and training.
• Contribute to new service design and implementation.

Skills

Leading support teams

Understanding enterprise technologies

Computing or Networking Certification

Job description

Why Choose TD SYNNEX :

As a Fortune 500 global corporation, operating in over 100 countries, TD SYNNEX values its diverse workforce of 22,000 employees. As the biggest IT distributor in the world, our mission is to provide top-notch technology solutions, empowering businesses and individuals to navigate the digital world safely and efficiently.

About the role :

As a Service Desk Manager, you will lead an international team of 24 / 7 desk service engineers. This is a hybrid office‑based role working. The role is to ensure the effective quality operation of the 24x7 customer TechCARE support desk providing management and operational supervision of the staffing and shift working to ensure continued service operation. The position is accountable for the management, development, and continuity of service on the desk.

Team description :

The 24x7 Engineer answers and logs technical support calls for a variety of networking and security products. Using fault trees and knowledge support materials, the 24x7 Engineer gathers information in conjunction with the client to investigate and isolate the fault, be it hardware and / or software, escalating faults beyond their experience or knowledge to Senior Support Engineers and the Vendor Support Desks.

What you'll do :

• Managing and optimizing the 24x7 service desk shift rotation
• Process design, implementation, documentation, and development.
• HR and operational management of the 24 / 7 service desk team
• Customer escalation and major incident management
• Drive continual improvement through KPI and Audit design, development, implementation, monitoring and managing.
• People development through mentoring & training
• Contribute to the design and implementation or new services

What we’re kindly looking for :

• Relevant experience in leading support teams (3-5 years in a similar role)
• Awareness of enterprise technologies
• Computing or Networking recognized Certification (e.g. CompTIA Networking+, JNCIS, CCNA)

What We Offer :

We provide competitive compensation with regular annual salary reviews.

Hybrid work - (2 days at the office, 3 days at home)

We value continuous learning and provide a clear progression plan.

We provide comprehensive benefits including paid leave, retirement plans, and more.

What’s In It For You?

• Elective Benefits : Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career : Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on‑demand courses.
• Elevate Your Personal Well-Being : Boost your financial, physical, and mental well‑being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion : It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer‑to‑peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization : Network with other new co‑workers within your first 30 days through our onboarding program.
• Connect with Your Community : Participate in internal, peer‑led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.