Service Desk Manager

Fruition Group; United Kingdom; On-site; GBP 46,000 - 55,000; Full time

Job summary

A dynamic IT services organization is seeking a Service Desk Manager in Doncaster to lead an IT support team. The role involves operational leadership, IT service management, and improving service delivery. Ideal candidates will have strong experience in ITSM and team management. This full-time position offers professional development opportunities and a focus on employee wellbeing.

Benefits

Ongoing professional development

Inclusive culture focused on employee wellbeing

Qualifications

• Proven experience managing IT support/service desk teams in a mid-to-large scale environment.
• Strong knowledge of IT service management (ITSM), including ITIL.
• Excellent communication, leadership, and stakeholder management skills.

Responsibilities

• Lead, coach, and manage first and second line IT support teams.
• Oversee and continuously improve service desk operations in line with ITIL and ISO27001.
• Drive continuous service improvement and own problem management processes.

Skills

Managing IT support teams

IT service management (ITSM)

Leadership

Analytical problem-solving

Tools

ITSM tools and platforms

Job description

Overview

Job Title: Service Desk Manager
Location: Doncaster - 4 days per week on site
Salary: Up to GBP55k

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.

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, request, problem, and change management processes.
• Analyse service desk data to ensure SLAs are consistently achieved or exceeded.
• Champion the IT service brand through proactive communication, stakeholder engagement, and customer feedback initiatives.
• Drive continuous service improvement and take ownership of problem management and escalation processes.
• Ensure team training aligns with evolving service requirements and technology trends.

Requirements

• Proven experience managing IT support/service desk teams in a mid-to-large scale environment.
• Strong knowledge of IT service management (ITSM), including ITIL, incident management, problem management, and change management.
• Practical experience with ITSM tools and platforms.
• Deep understanding of service delivery processes and frameworks such as ISO27001, NIST, or Cyber Essentials.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work under pressure, manage conflicting priorities, and deliver results to deadlines and budgets.
• Strong analytical and problem-solving skills with a methodical and structured approach.

What's in it for me?

• Ongoing professional development and training opportunities
• Inclusive culture with a strong focus on employee wellbeing
• Opportunity to shape and mature a key service function within a growing organisation

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.