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Hybrid Service Desk Manager

Job Posted: 9 days ago

Salary: £ 36,000 - 45,000 / Annum
Job Type: Permanent
Location: Warrington, Cheshire

Expire in: 19 days

Job Description

Our client, a national technology company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you’ll be the heartbeat of IT support operations. Overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You’ll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts.

Duties to include:

  * Leading, supporting, and motivating the service desk team to deliver excellent client service.

  * Being line manager to service desk analysts

  * Providing guidance on escalated issues and managing client concerns effectively.

  * Overseeing the allocation, monitoring and closure of support tickets.

  * Ensuring SLAs and KPIs are met and reporting performance to senior leadership.

  * Analysing service desk data to identify trends and drive improvement.

  * Ensuring customer satisfaction.

  * Ensuring that required training, development, and certification within the team is delivered.

  * Maintaining a positive team culture that balances performance, collaboration, and growth.

  * Supporting the wider business in developing and expanding service offerings.

  * Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance

As a successful candidate, key skills and preferred experience :

  * Previous experience managing or leading a service desk or IT support team.

  * Experience of service ticketing systems - Dynamics and Service Now would be beneficial.

  * Excellent communication skills, both verbal and written.

  * Ability to manage client escalations professionally and calmly.

  * Background in implementing service improvements and best practice.

  * Experience of monitoring and reporting on SLAs and KPIs.

  * Strong organisational skills with attention to detail.

  * Able to balance leadership responsibilities with occasional hands-on support.

  * Problem-solving mindset with a focus on outcomes.

This is a great opportunity to work for a dynamic and rapidly expanding company that encourages growth and career progression. In return the company offers an excellent remuneration package plus bonuses, up to 25 days holiday

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