Service Desk Manager

PROMOTOURSPAIN; Lancaster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading IT services provider in England is seeking a Service Desk Manager to oversee a growing team focused on network and security products. The ideal candidate will possess strong leadership skills and a proven track record in stakeholder management and process improvement. This role also requires NPPV3 clearance to ensure a successful application. Competitive benefits include annual leave, private healthcare, and an annual bonus scheme.

Benefits

25 days annual leave + bank holidays

Private healthcare

Annual bonus scheme

Company pension scheme

Onsite parking

Various employee events and incentives

Qualifications

• Experience as Service Desk Manager or similar.
• Track record in leading technical support teams.
• Capability to manage SLAs and performance metrics.

Responsibilities

• Lead and develop the Service Desk team.
• Manage workloads and escalations effectively.
• Monitor SLAs and produce performance reports.
• Drive service desk process improvements.
• Act as point of contact for customer escalations.

Skills

Leadership

Stakeholder management

Process improvement

SLA management

Job description

Overview

A leading and expanding IT services provider are looking for a key new hire as the business evolves and continues to take on new customers, to join in a Service Desk Manager / Service Delivery Manager role. Overseeing a small but growing team of analysts and engineers with a focus on network and security products. Technical knowledge in the field would be preferred but not essential, as this is not a hands-on technical role.

Responsibilities

• Leading, mentoring, and developing the Service Desk team
• Managing rotas, workloads, and escalations effectively
• Monitoring SLAs and producing detailed performance reports
• Driving continuous improvement across service desk processes
• Acting as the point of contact for customer escalations

Qualifications

• Experience working as Service Desk Manager / Team Leader / Service Delivery Manager
• A track record providing excellent leadership of technical support and engineering teams
• Stakeholder management experience
• Experience managing SLAs and producing performance metrics
• Previous experience driving process improvement and helping a service delivery evolve and become more efficient

This role requires NPPV3 clearance, candidates must be able to obtain this to be successful in your application.

Benefits

• 25 days annual leave + bank holidays (with option to buy more)
• Private healthcare
• Annual bonus scheme & pay review
• Company pension scheme
• Onsite parking
• Various employee events and incentives