Technical Service Desk Manager

Syme Drummond Ltd; City of Edinburgh; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A fast-growing technology organization in the United Kingdom is looking for a Technical Service Desk Manager to lead and develop a remote support team responsible for customer issues post-ERP deployments. This role requires strong leadership skills, experience in customer support, and a background in managing complex software incidents. The ideal candidate will have a proven track record in improving customer satisfaction in a multi-client environment. Competitive salary and strong benefits are offered, along with flexible remote working opportunities.

Benefits

Competitive salary

Strong benefits

Flexible remote working

Qualifications

• Proven experience leading a helpdesk or customer support function in software/ERP.
• Experience supporting customers post-ERP deployment in a multi-customer environment.
• Solid understanding of SLA and incident management.

Responsibilities

• Lead and develop a remote service desk team for multiple customer organisations.
• Embed consistent incident, ticket, and SLA management practices.
• Manage complex customer escalations and sensitive situations.

Skills

Leadership

Customer support

Incident management

ITIL or similar frameworks

Technical problem-solving

Tools

Ticketing systems

Job description

Technical Service Desk Manager – Permanent – Remote (monthly meeting in Edinburgh)

Few organisations in the tech space are as ambitious or impactful as this one. Delivering technology solutions to complex and critical operations, this business has a national reputation for excellence, a focus on customer impact, and a clear sense of purpose.

We are delighted to be searching for a Technical Service Desk Manager – a pivotal role designed to bring leadership, structure, and consistency to a customer support function that underpins ERP deployments across multiple client organisations.

This is a role for someone who understands the realities of supporting enterprise‑grade systems in live customer environments, where multiple stakeholders, departments, and administrators rely on responsive, well‑structured support.

The Role

Reporting to the Head of Customer Experience, you will lead a fully remote team of support advisors responsible for supporting customers post‑deployment of ERP and software solutions. These customers may include multiple organisations, each with different users, departments, and administrative structures – requiring a mature, scalable approach to service delivery.

This role requires prior experience running a customer support or service desk function in a multi‑customer software or ERP environment. You will need to have successfully led a team in this type of environment before, as you will be accountable from day one for delivering high‑quality support, structured processes, and consistent service levels.

You’ll introduce and embed a standardised, ITIL‑aligned helpdesk model, ensuring consistent incident, ticket, and SLA management across all customers and products. You will also take ownership of complex escalations and high‑value customer relationships, particularly during hyper‑care periods following deployments.

This is a hands‑on leadership role. While your focus will be on coaching, structure, and process, you’ll remain close enough to the detail to confidently guide your team through technically complex issues and customer‑critical incidents.

This role suits someone who has already demonstrated leadership in a multi‑customer, enterprise software support environment, and who is comfortable being accountable in a live, operational setting.

Key Responsibilities

• Lead, coach, and develop a remote service desk team supporting multiple external customer organisations.
• Own and embed consistent incident, ticket, and SLA management practices across all customers.
• Establish clear structures, processes, and ways of working for a growing support function.
• Manage complex customer escalations, hyper‑care following ERP or software deployments, and sensitive customer situations.
• Act as a hands‑on mentor, supporting the team with technically complex tickets when required.
• Work closely with product, engineering, and delivery teams to ensure joined‑up customer support.

This role sits firmly at the intersection of people leadership, enterprise software support, and customer delivery, requiring calm decision‑making, strong judgement, and practical problem‑solving.

What We’re Looking For

We’re seeking an experienced customer support leader who has already operated in a multi‑customer, software delivery environment, and who brings:

• Proven experience leading a helpdesk or customer support function within a software, ERP, or SaaS organisation.
• Direct experience supporting customers after ERP or complex software systems have been deployed.
• A strong understanding of supporting multiple client organisations, each with different users, departments, and administrators.
• Solid experience with incident management, ticketing systems, and SLAs.
• Experience implementing or embedding ITIL or similar service management frameworks.
• Confidence introducing change and improving structure in technically complex environments.
• Experience leading remote teams and working closely with product and engineering functions.

You’ll be pragmatic, customer‑focused, calm under pressure, and confident having clear, constructive conversations – both internally and with customers.

Why This Is a Standout Opportunity

• A genuine opportunity to shape and professionalise a customer support function supporting ERP and software deployments.
• Strong backing from an experienced, collaborative leadership team.
• Real impact on customer satisfaction, operational performance, and team capability.
• Competitive salary, strong benefits, and flexible remote working.

For the right person, this is more than a role. It’s an opportunity to make a visible impact on customer experience, lead and develop a talented team, and leave a legacy in a fast‑growing technology organisation.

Apply Now: Please contact [e-mail] or submit your application directly.