Service Desk Team Manager (2nd/3rd Line)

JR United Kingdom; Leeds; On-site; GBP 65,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Team Manager, leading a dynamic global team in a hybrid work environment. This exciting role focuses on enhancing service excellence and driving ITIL-based processes within a collaborative team. With a competitive salary and opportunities for professional development, you will play a key role in shaping the future of IT support services. If you have a passion for leadership and technical innovation, this is the perfect opportunity to make a significant impact in a vibrant international setting.

Benefits

Competitive salary

Performance-based bonus

Flexible hybrid working options

Private healthcare

Generous holiday allowance

Support for professional development

Qualifications

• 5+ years in IT support with 2+ years in leadership roles.
• Deep knowledge of ITIL practices and technical environments.

Responsibilities

• Lead a global 2nd Line Service Desk team ensuring service excellence.
• Act as a senior escalation point for complex technical issues.
• Own and improve ITIL-based service processes.

Skills

ITIL practices

Incident management

Problem management

Change management

Windows Server

macOS

Linux

Networking fundamentals

ServiceNow

Jira

Scripting (PowerShell)

Stakeholder communication

Problem-solving

Education

ITIL v4 certification

Tools

ServiceNow

Jira

Job description

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Service Desk Team Manager (2nd/3rd Line), Leeds, West Yorkshire

Client:

Location: Leeds, West Yorkshire, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Views:

4

Posted:

28.04.2025

Expiry Date:

12.06.2025

Job Description:

Job Title: Service Desk Manager

Location: Hybrid - Leeds, UK

Salary: £65,000 - £75,000 per annum (depending on experience)

Why Apply?

This is an exciting opportunity for a seasoned IT support professional with a passion for leadership, service excellence, and technical innovation. Join a company with a presence across multiple international markets, focusing on cutting-edge technology. This full-time leadership role offers challenge, growth, and the chance to make a significant impact.

Service Desk Lead Engineer Responsibilities

1. Lead and mentor a global 2nd Line Service Desk team, ensuring service excellence and SLA adherence
2. Act as a senior escalation point for complex technical issues, coordinating with 1st and 3rd Line support
3. Own and improve ITIL-based service processes including incident, problem, and change management
4. Enhance response workflows, drive automation, and improve service desk performance
5. Maintain and develop the internal knowledge base and SOP documentation
6. Analyze service metrics and customer feedback to improve user experience and team efficiency
7. Provide coaching, training, and career development for 2nd Line engineers
8. Collaborate with infrastructure, platform, and business units to ensure service alignment and transparency

Service Desk Lead Engineer Requirements

1. Minimum 5 years' experience in IT support or service desk roles, with 2+ years in leadership
2. Deep knowledge of ITIL practices (ITIL v4 certification preferred)
3. Strong experience in incident, problem, and change management
4. Technical proficiency in Windows Server, macOS, and Linux environments
5. Knowledge of networking fundamentals - TCP/IP, DNS, DHCP, VPN, firewalls
6. Experience with enterprise ITSM platforms such as ServiceNow, Jira, or similar
7. Scripting knowledge (PowerShell or similar) and automation experience are highly desirable
8. Excellent stakeholder communication and problem-solving skills
9. Collaborative mindset and ability to manage cross-functional relationships
10. Experience in global or multi-site organizations is a plus

What's in it for me?

• Competitive salary and performance-based bonus
• Flexible hybrid working options
• Private healthcare
• Generous holiday allowance
• Support for professional development and training
• An international team environment fostering inclusion, trust, and continuous improvement

We are an equal opportunities employer and welcome applications from all qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.