Service Desk Manager

The Service Desk Manager will lead and develop the Service Desk function across the Node4 Group, driving operational excellence and innovation. This role oversees a team of 55 professionals including apprentices, Service Desk Engineers, and Team Leaders based across our Derby and Stafford offices.

The successful candidate will be responsible for enhancing efficiency, scalability, and customer satisfaction by leveraging AI, automation, and modern ITSM practices. They will ensure seamless day-to-day operations, proactive service delivery, and an exceptional support experience for both external clients and internal users.

Responsibilities

• Lead and manage the Service Desk team, providing coaching and guidance.
• Develop and maintain Service Desk strategies, policies, and procedures.
• Implement AI-driven automation, self-service portals, chatbots, and knowledge management solutions.
• Monitor and analyse KPIs, using AI/analytics to optimize workflows.
• Oversee resolution of technical issues and proactive user communication.
• Build strong relationships with internal and external customers.
• Manage budgets, vendor relationships, and SLA compliance.
• Ensure quality control, risk management, and business continuity.
• Foster continuous improvement, collaboration, and adoption of AI/automation initiatives.
• Stay current with ITSM, AI, and automation trends, implementing relevant improvements.

Do you have experience in Predictive analytics?, * Strong technical knowledge of IT infrastructure, systems, applications, and AI/automation technologies.

• Experience managing Service Desk teams in Managed Services environments.
• Proven track record in implementing AI-driven solutions, RPA, or predictive analytics.
• Analytical and problem-solving skills, with the ability to apply AI and automation effectively.
• Customer-focused with the ability to communicate technical concepts clearly.
• Leadership, coaching, and team development expertise.
• Knowledge of ITIL framework and ITSM best practice.
• Experience in budget management, supplier management, and cost control.

KPIs / Metrics

• Service Desk SLA compliance
• First Line Resolution rate
• Ticket response and resolution times
• User satisfaction scores (CSAT)
• Adoption rate of AI/self-service solutions
• Cost efficiency and budget adherence
• Team performance and development progress
• Service Continuous Improvement

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you., Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.