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Service Desk Manager
Job Posted: 3 days ago
Salary: £ Competitive
Job Type: Permanent
Location: Newcastle upon Tyne, Tyne and Wear
Expire in: 25 days
Job Description
Are you an experienced Service Desk Manager ready to lead from the front in a dynamic, forward-thinking environment?
Join one of the UK's leading organisations and take ownership of a high-performing service desk team, driving service excellence and continuous improvement.
About the Role:
This is an opportunity for an established Service Desk Manager with a strong technical foundation and hands-on experience in a service desk environment. Whether you're rolling up your sleeves to support your team or stepping back to lead strategically, you'll be comfortable switching between hands-on and hands-off leadership as needed.
You'll manage a team of Service Desk Analysts and Senior Analysts, ensuring high-quality support and service delivery across the organisation. This is a key role where your technical insight, leadership skills, and customer-first mindset will make a real impact.
Key Responsibilities:
Lead, mentor, and develop a team of Service Desk Analysts and Senior Analysts
Oversee day-to-day operations of the service desk, ensuring SLAs and KPIs are met
Act as a technical escalation point and provide guidance on complex issues
Drive service improvements and champion ITIL-aligned processes
Collaborate with wider IT teams to ensure seamless support and issue resolution
Foster a culture of accountability, learning, and continuous improvement What You'll Bring:
Proven experience as a Service Desk Manager or in a senior service desk role
Strong technical background with the ability to be hands-on when required
Excellent communication and stakeholder management skills
Solid understanding of Microsoft Active Directory
ITIL Foundation certification (or equivalent experience)
A proactive, solution-focused approach with a passion for delivering outstanding serviceWhy Join?
Be part of a respected UK-leading organisation with a strong reputation for innovation and excellence
Enjoy a flexible hybrid working model based in Newcastle
Access to ongoing professional development and career progressionThis role is based in Newcastle with hybrid working, offering a competitive salary of up to £52,000.
Ready to lead, inspire, and make a real impact?
Apply today and take your career to the next levelBefore You Apply
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Looking for your next career move? Join a top company hiring Service Desk Manager job near me in Newcastle upon Tyne, Tyne and Wear! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
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