Service Desk Manager

Harvey Nash; Manchester; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading recruitment firm is seeking a Service Desk Manager for a FinTech organization in Manchester. This role involves leading a 24/7 service desk team, ensuring efficient incident resolution, and driving service improvements. The position offers hybrid working, requiring presence in the office two days a week. Ideal candidates will have proven experience in IT support leadership and strong knowledge of service desk tools.

Qualifications

• Proven experience in IT support leadership or service desk management roles.
• Strong knowledge of service desk tools and ITIL framework.

Responsibilities

• Lead daily operations of the service desk, ensuring SLAs are met.
• Coach and develop team members, handle escalations.

Skills

Leadership

Communication

Customer Service

Performance Analysis

Conflict Resolution

Tools

ServiceNow

Office 365

Job description

Direct message the job poster from Harvey Nash

Recruitment Consultant @ Harvey Nash | Data Recruitment

Service Desk Manager

Manchester

Hybrid (2 days p/w on site)

Up to £55,000 + benefits

Harvey Nash is proud to be partnered with a FinTech organisation based in Manchester, undergoing a large-scale transformation with plans for further growth this year.

We are recruiting an experienced Service Desk Manager on a permanent basis. The role offers hybrid working, requiring presence in Manchester 2 days per week.

Role Summary:

The Service Desk Manager leads a 24/7 service desk team, ensuring efficient incident resolution, maintaining high service standards, and supporting continuous improvement initiatives.

Key Responsibilities:

• Lead daily operations of the service desk, ensuring SLAs are met and issues resolved promptly.
• Utilize ServiceNow and other tools to monitor, manage, and report team performance and service levels.
• Coach and develop team members, handle escalations, and support recruitment and onboarding.
• Drive service improvements, maintain documentation, and develop knowledge bases.
• Manage major incidents and ensure escalation procedures are followed.
• Identify and implement process enhancements for efficiency and quality.
• Collaborate across departments to support business objectives and ensure effective communication.

Requirements:

• Proven experience in IT support leadership or service desk management roles.
• Strong knowledge of service desk tools, ITIL framework, and Office 365.
• Excellent leadership, communication, and customer service skills.
• Skilled in performance analysis, conflict resolution, and decision-making under pressure.
• Adaptable and collaborative, focused on results and team development.

Application Process:

If interested, please apply online. Successful applicants will be contacted by our team.

Additional Information:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology