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 Service Desk Manager to lead their dedicated 24/7 support team in Manchester. This pivotal role involves ensuring exceptional service delivery, managing escalations, and driving continuous improvement to maintain high customer satisfaction standards. With a focus on leadership and collaboration, the successful candidate will utilize service management tools like ServiceNow to optimize operations and enhance team performance. If you are a motivated professional with a passion for customer service and team development, this opportunity is perfect for you.

Benefits

33 days holiday

Private medical cover

Enhanced leave

Qualifications

• 3-5 Jahre Erfahrung im IT-Support oder Service-Desk-Rollen.
• 1-2 Jahre Erfahrung in einer Führungsrolle.

Responsibilities

• Leitung und Entwicklung eines leistungsstarken Service-Desk-Teams.
• Überwachung der Leistung gemäß SLAs und KPIs.

Skills

IT Support

Service Desk Management

Leadership

Customer Service

ServiceNow

ITIL Knowledge

Tools

ServiceNow

Job description

Service Desk Manager - Manchester

My Client is looking for 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, helping to maintain a high standard of customer experience.

Key Responsibilities

• Lead and develop a high-performing Service Desk team
• Manage incidents, service requests, and major issues
• Monitor and drive performance against SLAs and KPIs
• Optimise use of service management tools such as ServiceNow
• Encourage collaboration and service improvement across teams
  
  

About You

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

Competitive salary and bonus, plus a comprehensive benefits package including 33 days holiday, private medical cover, enhanced leave, and more.

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

Service Desk Manager - Manchester