Service Desk Manager

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

Job summary

Join a forward-thinking FinTech organization as a Service Desk Manager in Manchester. This hybrid role offers the opportunity to lead a dedicated 24/7 service desk team, ensuring high service standards and efficient incident resolution. You'll play a pivotal role in driving continuous improvement initiatives while collaborating across departments to support business objectives. If you're an adaptable leader with a strong background in IT support and service desk management, this is your chance to make a significant impact in a rapidly growing company.

Qualifications

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

Responsibilities

• Lead day-to-day operations of the service desk, ensuring SLAs are met.
• Drive continual service improvement and manage major incidents.

Skills

IT support leadership

Service Desk Management

ServiceNow

ITIL framework

Office 365

Leadership skills

Communication skills

Customer service skills

Performance analysis

Conflict resolution

Tools

ServiceNow

Job description

Service Desk Manager

Manchester

Hybrid (2 days p/w on site)

Up to £55,000 + benefits

Harvey Nash are proud to be partnered with a FinTech organisation based in Manchester; who are going through a largescale transformation, and has big plans to grow further at scale this year.

As such, as we are looking to recruit an experienced Service Desk Manager, on a permanent basis. This role will include the flexibility of hybrid working, however to be successful in this role you will be required to be on site in Manchester 2 days per week.

Role Summary:

The Service Desk Manager is responsible for leading a 24/7 service desk team, ensuring efficient resolution of incidents and service requests while maintaining high service standards and supporting continuous improvement initiatives.

Key Responsibilities:

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

Requirements:

• Proven experience IT support leadership or service desk management roles
• Strong understanding 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, with a focus on results and team development.

If you would like to be considered for this opportunity, please apply directly online and if your application is successful; one of the team will be in touch.