Service Desk Manager

Fruition Group; Peterborough; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

A growing technology company in Peterborough is seeking an experienced Service Desk Manager to lead their IT support team. In this role, you will oversee daily operations, manage escalations, and improve service desk processes. The ideal candidate will have strong ITSM knowledge and leadership experience, with a commitment to customer service excellence. This hybrid role offers a salary between £55,000 to £65,000 depending on experience.

Benefits

Great benefits package

Qualifications

• Proven experience managing an IT Service Desk or Technical Support function.
• Strong working knowledge of ITSM frameworks.
• Hands on expertise in incident, request, problem, and major incident management.

Responsibilities

• Lead, coach, and develop a multisite team of 1st to 3rd line IT Support Analysts.
• Oversee daily operations of the IT Service Desk, ensuring SLAs are met across incident, request, and problem management.
• Act as the primary escalation point for major incidents, coordinating resolution and stakeholder communication.

Skills

ITSM frameworks

Customer focus

Interpersonal skills

Stakeholder management

Tools

ITSM tools

Job description

Job Title: Service Desk Manager
Location: Peterborough (Hybrid - 4 days office 1 day from home)
Salary: £55,000 to £65,000 (depending on experience) with a great benefits package

Fruition Group have a great opportunity for an experienced Service Desk Manager to join one of the UK's quickest growing companies with a strong focus on leadership, service improvement and customer care.

As a Service Desk Manager, you'll be responsible for dealing with stakeholders, being the point of escalation, and growing the reputation around support.

Service Desk Manager Responsibilities

• Lead, coach, and develop a multisite team of 1st to 3rd line IT Support Analysts.
• Oversee daily operations of the IT Service Desk, ensuring SLAs are met across incident, request, and problem management.
• Act as the primary escalation point for major incidents, coordinating resolution and stakeholder communication.
• Own and improve ITSM processes including incident, problem, request, change, and major incident management.
• Monitor service desk KPIs.
• Ensure smooth collaboration across infrastructure, development, and platform teams.
• Maintain excellent service quality and communication with internal and external users.
• Promote a culture of continuous improvement and customer service excellence.
• Contribute to IT strategy by identifying automation opportunities and service enhancements.

Service Desk Manager Requirements

• Proven experience managing an IT Service Desk or Technical Support function.
• Strong working knowledge of ITSM frameworks.
• Hands on expertise in incident, request, problem, and major incident management.
• Skilled in leading and developing high performing support teams (1st to 3rd line).
• Experience with major incident response and crisis communication.
• Customer focused with strong interpersonal and stakeholder management abilities.
• Familiarity with ITSM tools.
• Broad understanding of infrastructure, networking, and end user technologies.
• Ability to combine strategic thinking with hands on technical problem solving.

To find out more and explore this opportunity further, please apply!

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.