Service Desk Manager

Harvey Nash; North East; Hybrid; GBP 44,000 - 52,000; Full time

Job summary

A leading UK organization is seeking an experienced Service Desk Manager to lead a high-performing service desk team in Newcastle. This role involves both hands-on and strategic leadership, ensuring exceptional service delivery and driving continuous improvements. The ideal candidate has strong technical expertise and excellent communication skills. The position is hybrid and offers a competitive salary of up to £52,000.

Benefits

Flexible hybrid working model

Ongoing professional development

Career progression opportunities

Qualifications

• Proven experience as a Service Desk Manager or in a senior service desk role.
• Strong technical background with hands-on capability.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, mentor, and develop a team of Service Desk Analysts and Senior Analysts.
• Oversee daily operations to meet SLAs and KPIs.
• Drive service improvements and align processes to ITIL standards.

Skills

Hands-on leadership

Technical escalation

Stakeholder management

Customer service focus

Education

ITIL Foundation certification or equivalent experience

Tools

Microsoft Active Directory

Job description

Overview

Are you an experienced Service Desk Manager ready to lead from the front in a dynamic, forward-thinking environment?

Join one of the UK's leading organisations and take ownership of a high-performing service desk team, driving service excellence and continuous improvement.

About the Role

This is an opportunity for an established Service Desk Manager with a strong technical foundation and hands-on experience in a service desk environment. Whether you're rolling up your sleeves to support your team or stepping back to lead strategically, you'll be comfortable switching between hands-on and hands-off leadership as needed.

You'll manage a team of Service Desk Analysts and Senior Analysts, ensuring high-quality support and service delivery across the organisation. This is a key role where your technical insight, leadership skills, and customer-first mindset will make a real impact.

Key Responsibilities

• Lead, mentor, and develop a team of Service Desk Analysts and Senior Analysts
• Oversee day-to-day operations of the service desk, ensuring SLAs and KPIs are met
• Act as a technical escalation point and provide guidance on complex issues
• Drive service improvements and champion ITIL-aligned processes
• Collaborate with wider IT teams to ensure seamless support and issue resolution
• Foster a culture of accountability, learning, and continuous improvement

Qualifications

• Proven experience as a Service Desk Manager or in a senior service desk role
• Strong technical background with the ability to be hands-on when required
• Excellent communication and stakeholder management skills
• Solid understanding of Microsoft Active Directory
• ITIL Foundation certification (or equivalent experience)
• A proactive, solution-focused approach with a passion for delivering outstanding service

Why Join?

• Be part of a respected UK-leading organisation with a strong reputation for innovation and excellence
• Enjoy a flexible hybrid working model based in Newcastle
• Access to ongoing professional development and career progression

This role is based in Newcastle with hybrid working, offering a competitive salary of up to 52,000.

Ready to lead, inspire, and make a real impact? Apply today and take your career to the next level.