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

Fruition Group; Leeds; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

An established industry player is seeking a Service Desk Manager to lead a dynamic team in a hybrid environment. This full-time role offers the chance to drive service excellence and innovation while mentoring a talented group of IT professionals. You'll be at the forefront of implementing ITIL-based processes and enhancing user experience through continuous improvement. With a competitive salary and flexible working options, this position is perfect for those looking to make a significant impact in a supportive and inclusive workplace. If you're passionate about IT support and leadership, this opportunity could be your next career step.

Benefits

Competitive salary

Performance-based bonus

Flexible hybrid working options

Private healthcare

Generous holiday allowance

Professional development support

Inclusive team environment

Qualifications

• 5+ years in IT support with 2+ years in a leadership role.
• Strong knowledge of ITIL practices and incident management.

Responsibilities

• Lead a global 2nd Line Service Desk team to ensure service excellence.
• Act as a senior escalation point for complex technical issues.
• Continuously improve service desk performance and workflows.

Skills

ITIL practices

Incident management

Problem management

Change management

Windows Server

macOS

Linux

Networking fundamentals

Stakeholder communication

Problem-solving

Education

ITIL v4 certification

Tools

ServiceNow

Jira

PowerShell

Job description

This range is provided by Fruition Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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

Delivery Consultant at Fruition Group - Let me find you your dream DevOps role!

Job Title: Service Desk Manager
Location: Hybrid - Leeds, UK

Are you a seasoned IT support professional with a passion for leadership, service excellence, and technical innovation? This is an exciting opportunity to take the next step in your career as a Service Desk Manager. With a presence across multiple international markets and a focus on cutting-edge technology, this is a full-time leadership role offering challenge, growth, and the opportunity to make a real impact.

Service Desk Lead Engineer Responsibilities

• Lead and mentor a global 2nd Line Service Desk team, driving service excellence and adherence to SLAs
• Act as a senior escalation point for complex technical issues and coordinate with 1st and 3rd Line support
• Own and evolve ITIL-based service processes including incident, problem, and change management
• Continuously improve response workflows, drive automation, and enhance service desk performance
• Maintain and expand the internal knowledge base and SOP documentation
• Analyse service metrics and customer feedback to improve user experience and team efficiency
• Deliver coaching, training, and career development for 2nd Line engineers
• Collaborate with infrastructure, platform, and business units to ensure service alignment and process transparency

Service Desk Lead Engineer Requirements

• Minimum 5 years' experience in IT support or service desk roles, with 2+ years in a leadership position
• In-depth knowledge of ITIL practices (ITIL v4 certification preferred)
• Strong experience in incident, problem, and change management
• Technical proficiency across Windows Server, macOS, and Linux environments
• Knowledge of networking fundamentals - TCP/IP, DNS, DHCP, VPN, and firewalls
• Familiarity with enterprise ITSM platforms such as ServiceNow, Jira, or similar
• Scripting knowledge (PowerShell or similar) and automation experience highly desirable
• Excellent stakeholder communication and problem-solving skills
• A collaborative mindset and ability to manage cross-functional relationships
• Experience working in global or multi-site organisations a plus

What's in it for me?

• Competitive salary and performance-based bonus
• Flexible hybrid working options
• Private healthcare
• Generous holiday allowance
• Professional development and training support
• An international team environment with a strong culture of inclusion, trust, and continuous improvement

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

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Technology, Information and Media