Service Desk Manager

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Service Desk Manager

We seek a Service Desk Manager to lead a 24/7 service desk team, ensuring efficient handling of service requests and incidents while maintaining high customer satisfaction and meeting SLAs.

This role will mainly be office-based - 4 to 5 days.

Key Responsibilities:

  • Lead the 24/7 service desk team, managing incidents, requests, and problem resolution.
  • Ensure service levels and response times are met.
  • Report on performance using KPIs and metrics.
  • Develop and implement service desk policies and procedures.
  • Optimise the use of ServiceNow.
  • Manage team goals, provide feedback, and support development.
  • Maintain records and create a knowledge base.
  • Drive continuous service improvement.
  • Manage major incidents with the service delivery team.
  • Handle escalated queries and concerns.
  • Update service desk documentation.
  • Identify and implement process improvements.
  • Ensure IT security and compliance standards.
  • Facilitate team communication and collaboration.
  • Assist in hiring and onboarding new team members.
  • Support less experienced colleagues.

Candidate Qualifications:

  • Experience in incident management and service requests.
  • Strong technical knowledge of service desk tools and IT systems.
  • Passion for exceptional customer service.
  • Ability to lead and motivate a team, set priorities, and delegate tasks.
  • Strong communication skills for team and customer interaction.
  • Ability to build positive relationships and manage conflict.
  • Problem-solving skills and decision-making under pressure.
  • Flexibility in handling variable workloads and meeting SLAs.
  • Proficiency in Office 365, help desk, and CRM systems.
  • 3-5 years in service desk or IT support role, with 1-2 years in management.
  • Understanding of ITIL framework and broad IT systems knowledge.


  • Thirty-three days annual leave (including bank holidays), the option to purchase up to 10 additional days, and extra leave for life events and birthdays.
  • Private medical scheme and 24/7 Employee Assistance Programme (EAP).
  • 15% Bonus 

Interested? Please Click Apply Now!

Service Desk Manager - Manchester

5 July 2024
Information Technology
£55K + 15% Bonus


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