Service Desk Manager

Candour; Manchester; On-site; GBP 45,000 - 60,000; Full time

Job summary

Candour in Manchester currently seeks an experienced Service Desk Manager to lead and develop the support function within a growing technology business. You will combine technical leadership with service delivery, people management and pre–sales support.

The role also involves recruitment, mentoring and acting as a senior escalation point for complex issues, while driving improvements in performance metrics and customer satisfaction.

Qualifications

• Experience leading an IT support/technical team.
• Strong background in IT service delivery and technical operations.
• Experience using service management or ticketing systems.
• Excellent communication and stakeholder management skills.
• Full UK driving licence.

Responsibilities

• Lead and develop the technical team, including recruitment, mentoring and performance management.
• Oversee day-to-day service delivery, ensuring customer expectations and SLAs are met.
• Manage team workloads and resource allocation across support and project requirements.
• Act as a senior escalation point for complex technical and customer issues.
• Support technical discussions around solutions, projects and ongoing customer requirements.
• Monitor performance metrics and identify opportunities to improve processes and service quality.
• Work with senior management on Future team structure, recruitment and technical development.

Skills

Leadership

Recruitment & mentoring

Stakeholder management

Communication

Problem-solving

Tools

Ticketing systems

IT service management

Job description

We are currently working with a growing and well-established technology business in South Manchester who are looking to appoint an experienced Service Desk Manager to lead and develop their support function.

This is an exciting opportunity for an experienced technical professional who is ready to take the next step into senior management. The role will combine technical leadership, service delivery, people management, customer engagement and pre – sales support.

Responsibilities

• Lead and develop the technical team, including recruitment, mentoring and performance management.
• Oversee day-to‑day service delivery, ensuring customer expectations and SLAs are consistently met.
• Manage team workloads and resource allocation across support and project requirements.
• Act as a senior escalation point for complex technical and customer issues.
• Support technical discussions around solutions, projects and ongoing customer requirements.
• Monitor performance metrics and identify opportunities to improve processes and service quality.
• Work with senior management on Future team structure, recruitment and technical development.
• Experience managing an IT support/technical team.
• Strong background in IT service delivery and technical operations.
• Experience using service management or ticketing systems.
• Strong communication and stakeholder management skills.
• Proven ability to recruit, mentor and develop technical staff.
• Comfortable working with customers and senior business stakeholders.
• Strong organisational and problem‑solving abilities.
• Full UK driving licence.