Service Desk Manager

Adria Solutions Ltd.; Greater Manchester; On-site; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Service Desk Manager to lead their 24/7 support team in Manchester. This role involves ensuring exceptional service delivery and managing escalations while fostering a culture of continuous improvement. The ideal candidate will have 3-5 years of IT support experience, including leadership, and be proficient in service management tools like ServiceNow. With a focus on delivering outstanding customer service, you'll drive performance against SLAs and KPIs. Join a collaborative environment with a competitive salary and comprehensive benefits package, including generous holiday and private medical cover.

Benefits

33 days holiday

Private medical cover

Enhanced leave

Qualifications

• 3-5 years of experience in IT support or service desk roles.
• 1-2 years in a leadership role with strong communication skills.

Responsibilities

• Lead and develop a high-performing Service Desk team.
• Manage incidents, service requests, and major issues.

Skills

IT Support

Service Management

Leadership

Communication

Customer Service

Tools

ServiceNow

Job description

Service Desk Manager - Manchester

My Client is looking for an experienced Service Desk Manager to lead their 24/7 support team. In this role, you will ensure excellent service delivery, manage escalations, and support continuous improvement, helping to maintain a high standard of customer experience.

Key responsibilities:

• Lead and develop a high-performing Service Desk team
• Manage incidents, service requests, and major issues
• Monitor and drive performance against SLAs and KPIs
• Optimise use of service management tools such as ServiceNow
• Encourage collaboration and service improvement across teams

About you:

• 3–5 years of experience in IT support or service desk roles, with 1–2 years in a leadership role
• Proficient in service management tools (e.g. ServiceNow); ITIL knowledge is a plus
• Strong communication and leadership skills
• Committed to delivering exceptional customer service

Competitive salary and bonus, plus a comprehensive benefits package including 33 days holiday, private medical cover, enhanced leave, and more.

If you're a driven and organised professional who thrives in a fast-paced, collaborative environment, we’d love to hear from you.

Service Desk Manager - Manchester