Service Desk Manager – Flexible Hours & Great Benefits

Zenzero Solutions Ltd; Leeds; On-site; GBP 55,000 - 70,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday allowance

Flexible working patterns

Enhanced pension contributions

Regular social events

Job summary

Zenzero Solutions Ltd is seeking a Service Desk Manager to lead the service desk team and ensure a consistently excellent customer experience. You will manage performance against KPIs and SLAs while driving improvements across ticket handling, incident resolution and service reporting.

Working with global stakeholders, you will shape service delivery, mentor staff and implement best-practice ITIL processes to support our clients and internal teams.

Qualifications

• Experience leading a service desk in MSP/MSSP environments.
• Proven ability to coach and lead teams across global sites.
• Strong troubleshooting and ITIL process knowledge.

Responsibilities

• Lead and manage the service desk team with day-to-day guidance.
• Own service performance against KPIs and SLAs.
• Plan staffing across hours and coordinate training and recruitment.
• Maintain process documentation and ensure quality in communications and ticket notes.
• Coordinate outages, changes, and service activity with other teams and third parties.
• Represent the service desk in meetings with senior management.
• Develop team capability through training and broader awareness.

Skills

People management

Leadership

Microsoft 365 knowledge

ITIL familiarity

Stakeholder engagement

Tools

ConnectWise

ServiceNow

Remedy

Autotask

Job description

Zenzero Solutions Ltd is seeking a Service Desk Manager to lead the service desk team and ensure a consistently excellent customer experience. You will manage performance against KPIs and SLAs while driving improvements across ticket handling, incident resolution and service reporting.

Working with global stakeholders, you will shape service delivery, mentor staff and implement best-practice ITIL processes to support our clients and internal teams.