Service Desk Manager

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

Job summary

A leading IT services provider is seeking a Service Desk Manager to oversee and develop a growing team focused on network and security products. Candidates should have experience in a similar role, leading technical teams, and managing service levels. Benefits include annual leave, private healthcare, and a bonus scheme. NPPV3 clearance is required for applicants.

Benefits

25 days annual leave

Private healthcare

Annual bonus scheme

Company pension scheme

Onsite parking

Various employee events and incentives

Qualifications

• Experience as Service Desk Manager / Team Leader / Service Delivery Manager.
• Proven leadership of technical support teams.
• Experience managing SLAs and performance metrics.

Responsibilities

• Lead, mentor, and develop the Service Desk team.
• Manage rotas, workloads, and escalations effectively.
• Monitor SLAs and produce performance reports.

Skills

Leadership

Service management

Stakeholder management

Process improvement

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.

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

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