Service Desk Manager

Infusetech; Derby; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a passionate Service Desk Manager to lead a talented team in delivering exceptional IT support. This role involves overseeing daily operations, mentoring support agents, and refining processes to enhance client satisfaction. With a focus on ITSM best practices and a collaborative approach, you'll ensure that the service desk meets its SLA commitments while fostering a culture of continuous improvement. If you're ready to make a significant impact in a dynamic environment, this opportunity is perfect for you!

Benefits

Flexible working policy

25 days annual leave plus bank holidays

Birthday off

Kudos Reward Scheme

Bonus referral schemes

Life assurance

Retailer discounts

Cashback on healthcare

Qualifications

• Minimum of 5 years in IT support or service desk management required.
• Proven track record of team leadership and ITSM expertise.

Responsibilities

• Lead and manage the service desk team ensuring high-quality support.
• Oversee daily operations and monitor performance metrics.
• Build strong client relationships and enhance service offerings.

Skills

IT Support

Team Leadership

ITSM Platforms (e.g., ConnectWise)

Microsoft 365 Administration

Incident Management

Problem Management

Change Management

Education

5+ years of experience in IT support or service desk management

Tools

ConnectWise

Microsoft 365

Job description

• Location: Derby

Contract: Full time (37.5)

Salary: Dependant on experience

Are you passionate about delivering top-tier IT support, managing a skilled team, and ensuring seamless operations for clients? Then this Service Desk Manager role could be your perfect match!

As a Service Desk Manager, you'll be at the heart of ensuring exceptional support experiences for our clients. You'll oversee the daily operations of a busy service desk, managing and mentoring a team of first- and second-line support agents to deliver excellent technical solutions. You'll also play a key role in refining processes, implementing best practices, and ensuring SLA targets are consistently met.

But that's not all! You'll collaborate with clients to understand their support needs, identify opportunities for process improvements, and work with other departments to enhance service offerings. Staying up to date on emerging IT trends, you'll help ensure our team is ready to tackle new challenges and deliver innovative solutions.

If you have a minimum of 5 years of experience in IT support or service desk management, a proven track record of team leadership, and expertise in ITSM platforms like ConnectWise, plus a solid understanding of Microsoft 365 administration and modern IT support practices, this could be the perfect fit for you.

So, if you're ready to lead a talented team, make a tangible impact, and thrive in a dynamic, client-focused environment, we’d love to hear from you!

Key Responsibilities

Team Management

• Lead and manage the service desk team, comprising first-line and second-line support agents.
• Recruit, onboard, and train team members, ensuring their skills align with the needs of the business.
• Conduct regular performance reviews and provide coaching to support professional growth and career development.

Operational Oversight

• Oversee the day-to-day operations of the service desk, ensuring tickets are resolved promptly and effectively.
• Monitor and analyze key performance indicators (KPIs) such as ticket resolution times, first-call resolution rates, and customer satisfaction scores.
• Allocate resources efficiently to meet Service Level Agreement (SLA) commitments and adapt to changing demands.

Client Relationship Management

• Act as the primary escalation point for client concerns, ensuring swift and satisfactory resolution.
• Build and maintain strong client relationships by delivering consistent, high-quality service.

Process and Performance Improvement

• Continuously review and optimize service desk processes to enhance efficiency and client satisfaction.
• Implement ITIL-aligned practices for incident, problem, and change management to maintain robust operational standards.

Leadership and Strategy

• Foster a culture of accountability, collaboration, and continuous improvement within the service desk team.
• Work closely with other departments to ensure service desk operations align with broader organizational objectives.

Why PKF Infuse Technology?

We are a Midlands-based IT managed service provider delivering specialist IT support, from business continuity and crisis planning to managing IT infrastructure and paperless offices. We also provide clients with the highest level of cybersecurity support, implementing practical solutions to protect against cyber-attacks.

Our team’s 17 years of expertise means we’re well versed in worrying about the technical details, allowing you to focus on your business and do what you do best.

We consider ourselves a true partner to our customers – always on hand to offer advice, implement technological and system changes, and get you back online whenever you need us. Gone are the days of just ‘turning it off and on again’, with us you can sleep easy in the knowledge that you will receive straightforward IT solutions that continue to keep your business moving.

Our values

• We know our clients;
• We are friendly, honest, helpful and courteous;
• We assist wherever possible at all times;
• We will always provide you with the best advice for now and for the future;
• You will always be entirely satisfied with all aspects of our communication.

Our benefits

• A working environment that empowers you to perform at your best, through our flexible working policy and dress for your diary scheme.
• Time to do what matters to you – 25 days annual leave plus statutory bank holidays, the option to reduce annual hours for additional annual leave, and your birthday off, on us.
• Rewards for those who actively embrace and embody our values and culture through our Kudos Reward Scheme.
• Bonus referral schemes for introducing new talent or clients so that when we benefit, you do too.
• Life doesn’t stop at the end of the working day and neither do our benefits. We also offer life assurance, discounts on a huge variety of retailers through our partnership with the PKF Smith Cooper Rewards Scheme, and cashback on healthcare (including dental visits, physiotherapy etc) through Healthshield.

How to apply?

Apply now if you believe you have what we are looking for! Even if you do not tick 100% of the boxes, we would encourage you to apply. To do so, please upload a copy of your CV and a covering letter to our job portal.

Should you have any questions, please contact a member of the HR team - email [e-mail] or call 01332 332021.

Please note that whilst we welcome and encourage individuals of all backgrounds to apply for our vacancies, we are unfortunately unable to accept applications from candidates requiring a visa to work in the UK.

Please no agencies unless we have contacted you directly.