Service Desk Manager

As Service Desk Manager, you'll lead a team of skilled service desk analysts and engineers, ensuring the delivery of timely, effective, and customer-focused support to our clients. You’ll play a critical role in maintaining service excellence, managing SLAs, and driving continuous improvement across our IT support functions. ** No shift work **Key Responsibilities:Lead and manage the Service Desk team.Act as an escalation point for complex technical or customer issuesMonitor performance against SLAs and KPIs; implement service improvements where requiredDrive a culture of ownership, accountability, and customer-first thinkingWork closely with technical teams to ensure effective handovers and resolution of incidentsOwn the service desk toolset, ensuring effective ticket management and reportingProduce regular service performance reports for internal stakeholders and clientsSupport ITIL-aligned processes (incident, problem, change)Collaborate with account managers and project teams to support client onboarding and service transitionsContribute to business continuity and out-of-hours support planningWhat You’ll Bring:Proven experience leading a high-performing IT Service Desk or support functionStrong understanding of ITIL principles and service management best practicesExcellent communication and stakeholder management skillsAbility to lead under pressure in a fast-paced, client-facing environmentExperience working in cloud, infrastructure, or data centre environments is highly desirableTechnical background (e.g. Windows, networking, monitoring tools) is a plusITIL certification or relevant management qualifications preferredApply now for an immediate interview.