Service Desk Manager

JR United Kingdom; Reading; Hybrid; GBP 40,000 - 46,000; Full time

Job summary

A leading company is seeking a dynamic Service Desk Manager in Reading to drive operational excellence and technical delivery. The role includes a mix of managerial duties and hands-on technical support, with a strong focus on team mentoring and continual process improvement in a supportive and collaborative team environment.

Benefits

Career progression opportunities

Ongoing training and development

Supportive and collaborative team culture

Qualifications

• Proven experience in a similar service desk leadership role.
• Strong background in hands-on IT support (Windows, networking, O365).
• Excellent people management, coaching, and team development skills.

Responsibilities

• Manage, mentor, and develop a team of service desk analysts and technicians.
• Act as the escalation point for complex technical issues and incidents.
• Monitor KPIs and service levels, ensuring consistent delivery of high-quality support.

Skills

People management

Technical support

Windows

Networking

O365

Job description

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Are you a hands-on IT professional with a passion for leading teams and delivering top-tier support? We’re looking for a dynamic Service Desk Manager to join a team in Reading and play a key role in driving both operational excellence and technical delivery.

The Role

This is a 50/50 split between technical support and managerial duties. You’ll be responsible for overseeing the day-to-day operations of the service desk while also rolling up your sleeves to solve complex technical issues.

Key Responsibilities

• Manage, mentor, and develop a team of service desk analysts and technicians
• Take ownership of recruitment, onboarding, and training for new team members
• Act as the escalation point for complex technical issues and incidents
• Monitor KPIs and service levels, ensuring consistent delivery of high-quality support
• Drive continuous improvement of processes and customer satisfaction
• Coordinate with other IT departments and stakeholders on project delivery and incident resolution
• Maintain technical documentation and ensure knowledge is shared across the team

About You

• Proven experience in a similar service desk leadership role
• Strong background in hands-on IT support (Windows, networking, O365, etc.)
• Excellent people management, coaching, and team development skills
• Able to balance strategic leadership with day-to-day technical challenges
• Confident in handling escalations and communicating with stakeholders at all levels

What You’ll Get

• Competitive salary up to £40,000
• Career progression opportunities in a growing IT team
• Hybrid working environment
• Ongoing training and development
• Supportive and collaborative team culture