Service Desk Manager

Allegiance Group; Preston; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

State-of-the-art Preston office

Job summary

Allegiance Group in Preston is seeking a Service Desk Manager to own and develop the support operation. You will lead a team delivering high-quality Microsoft-based services from a state-of-the-art office, with established processes and modern tech.

You will drive people development, performance, and customer experience, ensuring SLA targets and KPIs are met while continuously improving procedures and service delivery.

Qualifications

• Experience leading technical support engineers within an MSP, Microsoft Partner or managed services environment.
• Strong knowledge of SLAs, KPIs, ticket management and technical escalations.
• Proven leadership skills to get the best from a technical team.

Responsibilities

• Lead, motivate and develop the Service Desk team.
• Monitor SLAs, KPIs, ticket volumes, response times and resolution performance.
• Ensure tickets are prioritized, escalated and resolved appropriately.
• Manage workloads and resources across the team.
• Run regular 1-to-1s, performance reviews and development plans.
• Coach and mentor engineers and handle escalations.
• Drive continuous improvement across processes and procedures.
• Collaborate with senior leadership and other technical teams.
• Support recruitment and onboarding as the team grows.

Skills

Leadership

Service Desk management

SLAs & KPIs

Microsoft environments

People management

Job description

Salary: Up to £60,000 | Leading Microsoft Partner

Are you an experienced Service Desk Manager looking to join a leading Microsoft Partner with a genuinely modern approach to managed IT services?

We’re working with an established and growing technology business in Preston that has built an excellent reputation for delivering high-quality Microsoft solutions and managed services to its customers.

This is a business that has invested heavily in its people, technology and working environment. You'll be based from a state-of-the‑art office, working with modern technology, established systems and well‑developed processes and procedures designed to enable the technical team to deliver an exceptional service.

They're now looking for a Service Desk Manager to take ownership of their support operation and play a key role in its continued development.

Why this opportunity stands out

• Join a leading Microsoft Partner with a strong reputation in the market.
• Salary up to £60,000.
• Work from a state‑of‑the‑art Preston office and modern technical environment.
• Join a business investing in the latest Microsoft technologies and solutions.
• Established processes, procedures and systems – this isn't an environment where you'll be expected to build everything from scratch.
• Genuine opportunity to influence how the Service Desk continues to develop.
• Work alongside experienced technical professionals in a business that takes service delivery seriously.
• Join an ambitious, growing organisation with a strong focus on developing its people.

The Role

You'll take ownership of the day-to-day performance and development of the Service Desk, ensuring the technical team delivers consistently high standards of support.

This is more than simply managing a ticket queue. You'll have responsibility for people, performance, process and customer experience, while continuously looking for ways to make an already established operation even better.

You'll be responsible for:

• Leading, motivating and developing the Service Desk team.
• Monitoring SLAs, KPIs, ticket volumes, response times and resolution performance.
• Ensuring tickets are correctly prioritised, escalated and resolved.
• Managing workloads and resources across the team.
• Running regular 1-to-1s, performance reviews and development plans.
• Coaching and mentoring technical engineers.
• Managing customer and technical escalations.
• Driving continuous improvement across processes and procedures.
• Identifying recurring issues and implementing long-term improvements.
• Working closely with senior leadership and other technical teams.
• Maintaining exceptional levels of customer service.
• Supporting recruitment and onboarding as the team continues to develop.

What we're looking for

You'll ideally already be working as a:

You'll have experience leading technical support engineers within an MSP, Microsoft Partner or managed services environment and understand what a high-performing Service Desk should look like.

You'll also bring strong knowledge of SLAs, KPIs, ticket management, technical escalations and Microsoft environments, alongside the leadership skills required to get the best from a technical team.

Interested?

If you're looking for your next Service Desk leadership role and want to join a high-quality Microsoft Partner offering excellent technology, modern facilities, established processes and genuine opportunity to make an impact, we'd love to speak with you.