Service Desk Manager: Lead, Coach & Optimize Support

Verus Recruitment; England; On-site; GBP 28,000 - 34,000; Full time

Job summary

A growing Managed Service Provider in Sheffield is seeking a Service Desk Manager to oversee team performance and enhance customer service. In this role, you will manage day-to-day operations, support recruitment, and ensure high-quality service standards. The ideal candidate will have experience leading support teams, be organized under pressure, and possess strong communication skills. The position offers a competitive salary between £28,000 and £34,000, alongside benefits like 21 days of holiday and training opportunities.

Benefits

21 days holiday plus bank holidays, increasing with service

Birthday off

Health plan after one year

Dedicated development time each week

Various training opportunities

Modern offices with free parking

Regular team meetings and events

Qualifications

• Experience managing or leading a support team, ideally within an MSP.
• Confident working with SLAs, KPIs and service reporting.
• Able to manage performance fairly and consistently.
• Good working knowledge of ticketing systems and PSA tools.
• Organized and steady under pressure.
• Strong communication skills and a professional approach.

Responsibilities

• Manage the day-to-day running of the service desk.
• Coordinating workload, ticket queues and priorities.
• Hold regular one-to-one and performance reviews.
• Address underperformance professionally.
• Support recruitment and help new starters settle in.
• Monitor SLAs, KPIs and customer satisfaction.

Skills

Leadership

Communication

Performance Management

Organizational Skills

Customer Service Focus

Tools

Ticketing Systems

PSA Tools

Job description

A growing Managed Service Provider in Sheffield is seeking a Service Desk Manager to oversee team performance and enhance customer service. In this role, you will manage day-to-day operations, support recruitment, and ensure high-quality service standards. The ideal candidate will have experience leading support teams, be organized under pressure, and possess strong communication skills. The position offers a competitive salary between £28,000 and £34,000, alongside benefits like 21 days of holiday and training opportunities.