Service Desk Team Manager

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Service Desk Team Manager

We seek a proactive Service Desk Team Manager to oversee service desk operations outside standard business hours. This position involves supervising a team of service desk analysts, ensuring excellent customer service, and adhering to SLAs. The manager will be the primary escalation point for complex issues and provide team leadership.

Primary Responsibilities:

  • Supervise the out-of-hours service desk team.
  • Organize staff schedules and manage leave requests.
  • Conduct regular performance assessments and provide constructive feedback.
  • Ensure the service desk meets operational efficiency and SLA targets.
  • Oversee ticket queues for prompt issue resolution.
  • Handle escalations for complex or high-priority problems.
  • Ensure customer satisfaction through effective issue resolution.
  • Keep customers informed about the status of their tickets and any delays.
  • Assist in the recruitment and onboarding of new team members.
  • Manage the incident response process during out-of-hours.
  • Work with other departments to resolve major incidents.
  • Identify and implement improvements to service desk processes.
  • Maintain and update service desk documentation.
  • Utilise metrics and KPIs to drive continuous improvement.
  • Report service desk performance and strategies to management.

Candidate Qualifications:

  • Experience in a service desk or IT support role, including 1-2 years in a supervisory or management capacity.
  • Strong knowledge of the ITIL framework and proficiency with service management tools.
  • Excellent communication and leadership abilities.
  • Capability to manage and prioritize team tasks effectively.
  • Analytical skills to evaluate performance and identify improvement areas.
  • Strong dedication to customer service.
  • Willingness to work outside standard hours, including nights, weekends, and holidays.


  • Thirty-three days annual leave (including bank holidays) with the option to purchase up to 10 additional days and extra leave for significant life events and birthdays.
  • Private medical cover, 24/7 Employee Assistance Program (EAP), and a rewards program
  • Bonus 

Interested? Please Click Apply Now!

Service Desk Team Manager

13 June 2024
Information Technology
£45K + Bonus


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