Service Desk Manager

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

Location: Derby
Contract: Full-time (37.5 hours per week)
Salary: Dependent on experience

About the Role

Are you passionate about delivering exceptional IT support, leading high-performing teams, and ensuring outstanding customer experiences?

We're looking for an experienced Service Desk Manager to oversee the day-to-day operations of a busy service desk, managing and developing a team of first and second-line support professionals. You'll play a pivotal role in driving service excellence, improving processes, and ensuring Service Level Agreements (SLAs) are consistently achieved.

Working closely with clients and internal stakeholders, you'll identify opportunities to enhance service delivery, implement best practices, and help shape the future direction of our support function. You'll also stay ahead of emerging technologies and trends, ensuring the team is equipped to meet evolving client needs.

If you have a strong background in IT support management, enjoy developing people, and thrive in a fast-paced, client-focused environment, we'd love to hear from you.

Key Responsibilities

Team Leadership & Development

• Lead and manage a team of first and second-line support engineers.

• Recruit, onboard, train, and develop team members.

• Conduct regular performance reviews and provide coaching and mentoring.

• Foster a culture of accountability, collaboration, and continuous improvement.

Service Desk Operations

• Oversee the daily operation of the service desk, ensuring tickets are resolved effectively and within agreed timescales.

• Monitor and analyse key performance indicators (KPIs), including:

  • Ticket resolution times

  • First-contact resolution rates

  • Customer satisfaction scores

• Allocate resources efficiently to meet SLA commitments and changing business demands.

• Act as the primary escalation point for complex issues and service-related concerns.

Client Relationship Management

• Build and maintain strong relationships with clients through consistent, high-quality service delivery.

• Ensure client concerns are addressed promptly and effectively.

• Work proactively with clients to understand their support requirements and identify areas for improvement.

Process Improvement

• Continuously review and optimise service desk processes to improve efficiency and service quality.

• Implement and maintain ITIL-aligned practices for incident, problem, and change management.

• Drive initiatives that enhance customer satisfaction and operational performance.

Strategic Leadership

• Collaborate with wider business teams to align service desk operations with organisational objectives.

• Contribute to the development and delivery of service improvement plans.

• Help shape future service offerings and support strategies.

About You

• A minimum of 5 years' experience in IT support or service desk management.

• Proven experience leading and developing technical support teams.

• Strong knowledge of IT Service Management (ITSM) platforms, ideally ConnectWise.

• Experience with Microsoft 365 administration and modern workplace technologies.

• A solid understanding of service management frameworks, including ITIL.

• Excellent communication, stakeholder management, and problem-solving skills.

• A customer-focused mindset with a passion for delivering exceptional service.

Make an impact at Infuse Technology

We’re a friendly, forward-thinking IT managed service provider based in the Midlands, and we’re growing!

From cybersecurity to infrastructure, we support businesses with practical, powerful tech solutions that work.

We’re not your typical IT company, either. We’re a collaborative, people-focused team that genuinely cares about making a difference, both for our clients and for our team.

If you’re looking for a role where you can make an impact, develop your skills, and be part of a supportive, ambitious team, you’ll fit right in.

Why join us?

We believe great work comes from a great working environment. Here’s what you can expect when you join PKF Infuse:

• A relaxed "dress for your diary" culture

• 25 days' holiday plus bank holidays, plus your birthday off, on us

• The option to reduce your hours for more time off (buying more holiday time)

• Kudos rewards to celebrate those who go the extra mile

• Referral bonuses when you introduce new clients or team members

• Life assurance for peace of mind

• Cashback on everyday healthcare (including dental and physio) via Healthshield health cash plan

• Company pension scheme

• Discounts on retail, leisure, and more with the PKF Smith Cooper Rewards Scheme

Please note: We’re unable to consider applications from candidates who require visa sponsorship.