Service Desk Manager - Lead High-Impact IT Support

Zenzero

Leeds

On-site

GBP 45,000 - 65,000

Full time

27 hours ago

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Benefits offered by this job

Private health insurance

Generous holiday + birthday off

Enhanced pension contributions

Regular office social events

Job summary

Zenzero is seeking a Service Desk Manager to lead the service desk team, drive KPI/SLAs and ensure excellent customer outcomes across our MSP/MSSP operations. You will collaborate with service leaders, manage staffing, and maintain process documentation while building strong relationships with senior stakeholders.

A strong ITIL background, Microsoft 365 expertise and hands-on second-line support are essential.

Qualifications

Experience leading service desks in MSP/MSSP.
Proven line management in a global context.
Technical background to second-line support.
Strong ITIL knowledge and service metrics.

Responsibilities

Lead and manage the service desk team, providing day-to-day leadership and guidance.
Own service performance against KPIs and SLAs with clear reporting.
Plan staffing and resources across operational hours and training needs.
Maintain process documentation and ensure quality in ticket notes and communications.
Coordinate outages, changes and service activity with cross-functional teams.
Represent the service desk in internal meetings and build relationships with senior stakeholders.
Develop team capability through coaching and awareness of upcoming changes.
Keep knowledge up to date on relevant processes and IT industry developments.