Service Desk Manager

Fruition Group; Doncaster; On-site; GBP 46,000 - 55,000; Full time

Job summary

A UK-based IT services provider is seeking a Service Desk Manager to lead a high performing IT support team. The role involves operational leadership and driving service excellence in IT service management. Candidates should have experience managing IT support teams and a strong understanding of ITIL and service delivery processes. This position is full-time and offers ongoing professional development and an inclusive company culture.

Benefits

Ongoing professional development and training opportunities

Inclusive culture with a strong focus on employee wellbeing

Qualifications

• Proven experience managing IT support/service desk teams in a mid-to-large scale environment.
• Strong knowledge of IT service management (ITSM), including ITIL, incident management, problem management, and change management.
• Excellent communication, leadership, and stakeholder management skills.

Responsibilities

• Lead, coach, and manage first and second line IT support teams.
• Oversee and continuously improve service desk operations in line with ITIL.
• Monitor performance through KPIs and metrics, identifying improvement areas.

Skills

Leadership

IT Service Management (ITSM)

Analytical skills

Problem-solving

Stakeholder management

Tools

ITSM tools

Job description

Overview

Job Title: Service Desk Manager
Location: Doncaster - 4 days per week on site
Salary: Up to £55k

An exciting opportunity has arisen for an experienced Service Desk Manager to lead and develop a high performing IT support team within a fast paced and evolving enterprise environment. This permanent, full time Service Desk Manager role offers a blend of operational leadership, IT service management, and stakeholder engagement. Perfect for candidates seeking a Service Desk Manager job with a passion for driving service excellence and ITSM best practices.

This role is ideal for professionals seeking long term IT careers in a collaborative and service-oriented culture.

Responsibilities

• Lead, coach, and manage first and second line IT support teams, ensuring optimal service delivery and customer satisfaction.


• Champion consistent proactiveness across the service function, driving continuous improvement (trend analysis, ect).


• Oversee and continuously improve service desk operations in line with ITIL, ISO27001, and other relevant frameworks.


• Monitor performance through KPIs and metrics, identifying improvement areas and coaching team members to meet targets.


• Own the service management framework including incident, request, problem, and change management processes.


• Analyse service desk data to ensure SLAs are consistently achieved or exceeded.


• Champion the IT service brand through proactive communication, stakeholder engagement, and customer feedback initiatives.


• Drive continuous service improvement and take ownership of problem management and escalation processes.


• Ensure team training aligns with evolving service requirements and technology trends.

Requirements

• Proven experience managing IT support/service desk teams in a mid-to-large scale environment.


• Strong knowledge of IT service management (ITSM), including ITIL, incident management, problem management, and change management.


• Practical experience with ITSM tools and platforms.


• Deep understanding of service delivery processes and frameworks such as ISO27001, NIST, or Cyber Essentials.


• Excellent communication, leadership, and stakeholder management skills.


• Ability to work under pressure, manage conflicting priorities, and deliver results to deadlines and budgets.


• Strong analytical and problem-solving skills with a methodical and structured approach.

Benefits

• Ongoing professional development and training opportunities


• Inclusive culture with a strong focus on employee wellbeing


• Opportunity to shape and mature a key service function within a growing organisation

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.