Service Desk Manager

JR United Kingdom; Manchester; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading FinTech organization in Manchester is seeking an experienced Service Desk Manager to lead a 24/7 service desk team. The role offers hybrid working with on-site presence required two days a week. The ideal candidate will possess strong leadership skills and a solid understanding of service desk tools and ITIL framework, ensuring high service standards and continuous improvement.

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.
• Coach and develop team members, handle escalations, and support recruitment.

Skills

Leadership

Communication

Customer Service

Performance Analysis

Conflict Resolution

Tools

ServiceNow

Office 365

Job description

Social network you want to login/join with:

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.