IT Technical Leadership Position
6 days ago
As a Service Desk Manager, you will lead a team in delivering high-quality technical support and achieve operational success. The role requires a hands-on leadership approach, service delivery focus, and continuous improvement in a dynamic environment.
Key Responsibilities:- Lead and manage the team to achieve operational success and deliver high-quality technical support
- Monitor service desk queues and ensure SLAs are met, tickets are triaged and resolved promptly, and overdue or idle tickets are addressed quickly
- Act as the escalation point for technical and customer issues, personally owning critical or escalated tickets
- Assist with team coverage during high-volume periods to maintain SLA compliance
- Conduct regular 1:1s with team members, providing coaching, feedback, and professional development support
- Identify training needs and drive skill growth across core technologies to strengthen team capability
- Analyse ticket trends and service metrics to identify recurring issues and implement improvements
- Maintain a strong security focus across all tasks and interactions
- 5+ years experience in a Service Desk or IT Support role
- Proven ability to lead, coach and inspire a team
- Strong hands-on technical troubleshooting skills across Windows, Microsoft 365, Intune, endpoint support, printers, and common networking issues
- Familiarity with ITSM tools such as ConnectWise, ServiceNow, or similar platforms
- Sound understanding of SLA management and service reporting
- Hybrid working arrangement with team anchor days to support collaboration
- Extensive training and development opportunities for career growth
- Choice of IT equipment to maximise success and access to cost-price tech for personal needs
This is an exciting opportunity to grow professionally in the world of IT support.
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