Service Desk Manager

Fruition Group; South Yorkshire; On-site; GBP 45,000 - 55,000; Full time

Job summary

A leading tech solutions firm in the UK is looking for an experienced Service Desk Manager to lead a high-performing IT support team in Doncaster. The role involves operational leadership and stakeholder engagement in a dynamic environment. The ideal candidate will have a strong background in IT service management, with the passion to drive continuous improvement and excellence within the service desk operations. This full-time role offers competitive remuneration up to £55,000, with a hybrid work model.

Qualifications

• Proven experience in managing IT support teams in a fast-paced environment.
• Strong background in IT service management methodologies.
• Ability to lead and coach team members effectively.

Responsibilities

• Lead and manage first and second line IT support teams.
• Drive continuous improvement and oversee service desk operations.
• Monitor performance through KPIs and metrics.

Skills

IT service management

Team leadership

ITIL framework

Performance monitoring

Job description

Job Description

Job Title : Service Desk Manager

Location : Doncaster - 4 days per week on site

Salary : Up to £55k

Why Apply?

An exciting opportunity has arisen for an experienced Service Desk Manager to lead and develop a high performing IT support team within a fast paced and evolving enterprise environment. This permanent, full time Service Desk Manager role offers a blend of operational leadership, IT service management, and stakeholder engagement. Perfect for candidates seeking a Service Desk Manager job with a passion for driving service excellence and ITSM best practices.

This role is ideal for professionals seeking long term IT careers in a collaborative and service-oriented culture.

Service Desk Manager Responsibilities

• Lead, coach, and manage first and second line IT support teams, ensuring optimal service delivery and customer satisfaction.
• Champion consistent proactiveness across the service function, driving continuous improvement (trend analysis, ect).
• Oversee and continuously improve service desk operations in line with ITIL, ISO27001, and other relevant frameworks.
• Monitor performance through KPIs and metrics, identifying improvement areas and coaching team members to meet targets.

Own the service management framework including incident, requ...