Service Desk Manager

Air IT; Sandiacre; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading IT services firm in Sandiacre is seeking a Service Desk Manager to lead a high-performing team. The role involves enhancing customer engagement, managing service performance, and maintaining client relationships. Ideal candidates will have experience in IT service management and incident management, alongside strong leadership skills. This position offers an opportunity to drive operational efficiency and profitability in a dynamic environment.

Benefits

Clear career pathway

Ongoing training

Collaborative work environment

Qualifications

• Proven experience managing and leading a high-performing Service Desk.
• Strong background in major incident management.
• Excellent communication and interpersonal skills.

Responsibilities

• Leading the service desk team to deliver outstanding customer engagement and service performance.
• Tracking and reporting on service performance and progress against KPIs.
• Acting as an escalation point for out-of-hours service issues.

Skills

Leadership

Customer engagement

Communication skills

Incident management

ITIL certification

Tools

ConnectWise

Job description

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Are you a dynamic leader with a passion for delivering exceptional IT support? Do you thrive in a fast-paced environment where customer satisfaction and team development go hand in hand? If so, Air IT is looking for you.

We’re seeking a Service Desk Manager to lead and inspire our service desk leadership team—and where needed, our engineering team—to deliver a high-performing, customer-focused service. You’ll play a key role in shaping the future of our service delivery, ensuring we not only meet but exceed client expectations while driving operational efficiency and profitability.

What You’ll Be Doing

• Leading the service desk team to deliver outstanding customer engagement and service performance.
• Ensuring the team is skilled, resourced, and ready to meet current and future demands.
• Coaching and developing team leaders and engineers through regular 1-2-1s and clear objectives.
• Building strong client relationships and maintaining effective communication channels.
• Tracking and reporting on service performance and progress against KPIs.
• Owning and embedding service desk procedures and best practices.
• Supporting the integration of new services, customers, and acquisitions.
• Acting as an escalation point for out-of-hours service issues.
• Upholding our ISO27001-aligned Information Security Management System (ISMS).

What We’re Looking For

• Proven experience managing and leading a high-performing Service Desk.
• Strong background in major incident management.
• Excellent communication and interpersonal skills.
• Experience in a Managed Service Provider (MSP) or similar environment.
• Ability to remain calm and effective under pressure.
• Flexibility with working hours.
• ITIL certification.
• Previous technical background.
• Experience with ConnectWise.
• Full, valid UK driving licence.

Why Join Air IT?

At Air IT, we’re passionate about people—our clients and our team. You’ll be part of a collaborative, forward-thinking environment where innovation is encouraged, and your development is supported. We offer a clear career pathway, ongoing training, and the opportunity to make a real impact.

Ready to lead from the front and shape the future of our service delivery?