Service Desk Manager

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

Job summary

An established industry player is seeking a skilled Service Desk Manager to lead their dynamic support team in Manchester. This exciting role involves ensuring top-notch service delivery and managing escalations while fostering a culture of continuous improvement. The ideal candidate will have a strong background in IT support, proven leadership skills, and a commitment to delivering exceptional customer experiences. Join a collaborative environment that values your contributions and offers a competitive salary, bonus, and a comprehensive benefits package, including generous holiday and medical cover. If you thrive in fast-paced settings, this opportunity is perfect for you.

Benefits

33 days holiday

Private medical cover

Enhanced leave

Comprehensive benefits package

Qualifications

• 3-5 years in IT support or service desk roles, with leadership experience.
• Proficient in service management tools and ITIL knowledge is a plus.

Responsibilities

• Lead and develop a high-performing Service Desk team.
• Manage incidents and service requests while optimizing service management tools.

Skills

IT Support

Service Desk Management

Leadership

Customer Service

Communication Skills

Education

ITIL Certification

Tools

ServiceNow

Job description

Join to apply for the Service Desk Manager role at Adria Solutions Ltd

Service Desk Manager - Manchester

My client is seeking 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 to maintain a high standard of customer experience.

Key Responsibilities

1. Lead and develop a high-performing Service Desk team
2. Manage incidents, service requests, and major issues
3. Monitor and drive performance against SLAs and KPIs
4. Optimize use of service management tools such as ServiceNow
5. Encourage collaboration and service improvement across teams

About You

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

Offering a competitive salary and bonus, with a comprehensive benefits package including 33 days holiday, private medical cover, enhanced leave, and more.

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

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Staffing and Recruiting

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