Service Desk Manager: Lead & Deliver Exceptional IT Support

wavenet; Shirley; On-site; GBP 50,000 - 70,000; Full time

Job summary

Wavenet is seeking a Service Desk Manager to lead a team of support engineers and ensure SLA targets are consistently met while delivering high customer satisfaction. You will monitor performance via dashboards, conduct appraisals, and drive continuous improvement across processes and staffing.

The role requires strong leadership, client-facing acumen, and collaboration with other managers to coordinate skills and resources.

Qualifications

• Extensive experience within a Service Desk environment.
• Experience of managing a team.
• Experience of working to SLA & KPI measures.

Responsibilities

• Oversee the Service Desk team to ensure SLAs are met and customer satisfaction remains high.
• Lead on dashboards and reporting to monitor productivity and service quality.
• Approve holidays, conduct appraisals, and manage performance and grievance processes.
• Collaborate with other service desk managers to align delivery and skills requirements.
• Provide hands-on technical support where appropriate and ensure proper escalation handling.
• Prioritise tasks and manage shift patterns to achieve full coverage across working hours.

Skills

Service Desk experience

Team management

SLA/KPI experience

Job description

Wavenet is seeking a Service Desk Manager to lead a team of support engineers and ensure SLA targets are consistently met while delivering high customer satisfaction. You will monitor performance via dashboards, conduct appraisals, and drive continuous improvement across processes and staffing.

The role requires strong leadership, client-facing acumen, and collaboration with other managers to coordinate skills and resources.