Service Desk Manager

Service Desk ManagerDerbyshire| Hybrid - 3 days onsite | We're recruiting exclusively for a Service Desk Manager to join a large, established technology function supporting approximately 4,000 users across 370 sites globally.You will lead a team of seven across the Service Desk, taking ownership of day-to-day service performance while helping shape how the function develops as the business continues to grow.This is more than a role focused on ticket queues and SLAs. The business has expanded quickly, creating a genuine opportunity for someone to come in, review existing ways of working and help define best practice, processes and service standards across the function.The roleYou'll lead a mixed-capability team, creating a high performing, customer focused environment while developing the technical capability of the team.You'll oversee Service Desk operations, ensuring incidents and requests are appropriately prioritised and resolved in line with agreed SLAs, while using service performance data, user feedback and first-time-fix rates to identify opportunities for improvement.You'll also play an important role during high priority incidents, coordinating Service Desk activity, managing escalations and ensuring clear communication between technical teams, senior stakeholders and affected users.Key areas of responsibility will include:Leading, coaching and developing the Service Desk teamManaging SLAs, KPIs, ticket performance and operational metricsDriving continual service improvement across the functionReviewing and improving processes, documentation and knowledge managementAnalysing recurring incidents and supporting root-cause and post-incident reviewsManaging escalations and supporting Major Incident activityWorking closely with resolver teams, suppliers and stakeholders across the wider businessImproving the user experience and promoting a strong customer-service cultureSupporting the development and adoption of incident playbooks and escalation processesWorking alongside Change and Problem Management to reduce recurring issuesProducing clear reporting around service performance, incident trends and operational performanceThe role will also have exposure to Halo ITSM, with regular engagement across stakeholders who use the platform.The wider environment is predominantly Microsoft-based, so a good understanding of technologies such as Windows, Microsoft 365, networking and cloud services will be important, although this is fundamentally a leadership and service-management position rather than a hands-on engineering role.What we're looking forWe're looking for someone who has already led a Service Desk or IT Support function and can combine strong people leadership with operational discipline and a genuine focus on improving service.You'll ideally bring:Previous experience managing a Service Desk / IT Support teamStrong coaching, mentoring and people-development experienceExperience managing SLAs, KPIs and service performanceStrong incident and escalation-management capabilityExperience supporting high-priority or major incidentsA good understanding of Microsoft-based infrastructure and support environmentsStrong stakeholder-management skillsExperience working across technical teams, suppliers and senior stakeholdersA customer-focused approach to IT supportExperience improving processes and driving continual service improvementStrong analytical and problem-solving skillsITIL certification is desirable rather than essential.At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.