Service Desk Manager

Zenzero Solutions Ltd; Leeds; On-site; GBP 55,000 - 70,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday allowance

Flexible working patterns

Enhanced pension contributions

Regular social events

Job summary

Zenzero Solutions Ltd is seeking a Service Desk Manager to lead the service desk team and ensure a consistently excellent customer experience. You will manage performance against KPIs and SLAs while driving improvements across ticket handling, incident resolution and service reporting.

Working with global stakeholders, you will shape service delivery, mentor staff and implement best-practice ITIL processes to support our clients and internal teams.

Qualifications

• Experience leading a service desk in MSP/MSSP environments.
• Proven ability to coach and lead teams across global sites.
• Strong troubleshooting and ITIL process knowledge.

Responsibilities

• Lead and manage the service desk team with day-to-day guidance.
• Own service performance against KPIs and SLAs.
• Plan staffing across hours and coordinate training and recruitment.
• Maintain process documentation and ensure quality in communications and ticket notes.
• Coordinate outages, changes, and service activity with other teams and third parties.
• Represent the service desk in meetings with senior management.
• Develop team capability through training and broader awareness.

Skills

People management

Leadership

Microsoft 365 knowledge

ITIL familiarity

Stakeholder engagement

Tools

ConnectWise

ServiceNow

Remedy

Autotask

Job description

About Zenzero

Zenzero is one of the UK's fastest-growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.

We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we.

We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.

About the Role

The Service Desk Manager plays a critical role in leading the effective operation of our service desk team and ensuring we consistently deliver an excellent customer experience. You will be responsible for meeting agreed KPIs and SLAs, driving positive customer outcomes, and maintaining high standards across customer communications, ticket notes and time entries.

Working closely with other service leaders, you will help create joined-up, collaborative and consistent service delivery across all service teams. This is an opportunity to combine people leadership, technical understanding and operational discipline to strengthen how the service desk performs and how customers experience our support.

Responsibilities

• Lead and manage the service desk team, providing clear day-to-day leadership, mentoring and guidance while ensuring operational requirements are delivered effectively.
• Own service performance against agreed KPIs and SLAs, producing clear reporting and driving improvements that support positive customer outcomes.
• Plan staffing and resources across operational hours, balancing workload peaks and troughs and supporting wider planning for training, recruitment, infrastructure and budgets.
• Build consistent service standards by maintaining process documentation, carrying out regular ticket and call reviews, and ensuring customer communications, ticket notes and time entries meet required quality standards.
• Partner with service leaders, the Service Assurance team, other internal teams and third parties to coordinate outages, changes and service activity, and to support effective change control and problem management.
• Represent the service desk in internal meetings, acting as a key point of contact and building strong working relationships with senior management and colleagues across the business.
• Develop team capability through training, coaching and wider business awareness, while keeping colleagues informed about upcoming changes and their impact on service delivery.
• Maintain current knowledge of relevant processes, procedures, tools and IT industry developments, using that insight to support effective technical resolution and service improvement.

Requirements

Essential

• Experience working within a Managed Services Provider (MSP) or Managed Security Services Provider (MSSP) environment.
• Proven people or line management experience in a global environment, with strong coaching and leadership capability.
• Technical experience to at least second-line support level, supported by excellent troubleshooting skills.
• Strong knowledge and technical understanding of Microsoft 365 and general business IT systems.
• Experience using an IT service management tool such as ConnectWise, ServiceNow, Remedy or Autotask.
• Operational understanding of ITIL-aligned service environments, including SLAs, incident management, service request fulfilment and change management.
• Ability to work collaboratively across teams and build effective relationships with senior stakeholders, colleagues and third parties.

Desirable

• Experience supporting resource planning, operational planning or budget management across areas such as training, recruitment and infrastructure.
• Experience creating and maintaining process documentation and using ticket or call reviews to monitor quality and adherence.

Benefits

• Private health insurance
• Generous holiday allowance + a day off on your birthday
• Flexible working patterns
• Enhanced pension contributions
• Regular social events across all our offices