IT Service Desk Manager

• Lead and develop our Service Desk team, fostering a supportive, accountable, people-first culture.
• Review, refine, and implement ITIL-aligned processes to make our service smoother, faster, and more consistent for every client.
• Own day-to-day operations - managing ticket flow, setting priorities, and ensuring we hit (and exceed) our service standards.
• Spot trends, recurring issues, and opportunities to improve; turn insights into clear action plans.
• Ensure our tools (ServiceNow, Jira, Remedy etc.) are used effectively for accurate tracking and client transparency.
• Work closely with our technical specialists to manage escalations and coordinate changes or deployments.
• Strengthen our knowledge base so clients and team members always have the information they need.
• Be a trusted, approachable point of contact for clients - communicating clearly, confidently, and with care.

Do you have experience in Team management?, * Experience managing an IT Service Desk or leading a busy IT support function (MSP).

• A strong grounding in ITIL or service management best practice - and the ability to put it into action.
• Broad technical understanding across Windows/macOS, networking, Active Directory, and modern enterprise support tools.
• A track record of improving processes, introducing structure, and driving measurable service improvements.
• Excellent communication and leadership skills, with a genuine commitment to building positive relationships.
• A calm, organised, solutions-focused approach - especially when things get busy., * UK Based and ability to travel to client sites (as and when needed)

Experience:

• MSP: 3 years (preferred)
• Team management: 3 years (required)

Job Types: Full-time, Permanent

Pay: £40,000.00-£45,000.00 per year

Benefits:

• Company pension
• Work from home

At Glo, we believe technology should unlock - not restrict - your business potential. With over 30 years' collective IT experience, our close-knit team delivers tailored, reliable solutions and personal support that help companies run smoothly and grow. IT Service Desk Manager Lead the team that keeps our clients glowing. At Glo, we believe technology should feel simple, reliable, and empowering - and our Service Desk is at the heart of that promise. We're looking for an IT Service Desk Manager who shares our commitment to clarity, quality, and genuine human support. Someone who can bring structure and process to a busy, growing team, while keeping the warm, personable approach our clients value so much., Glo is built on honesty, clarity, and genuine care - for our clients and for each other. We're a close-knit team with over 30 years' collective experience, and we take pride in doing things properly. No jargon. No shortcuts. Just dependable support, smart problem-solving, and a team that has your back. You'll be joining a business that's growing steadily, investing in its people, and committed to creating an environment where you can innovate, refine processes, and make a real impact. If you want to be part of a team that values trust, teamwork, and high standards - you'll feel right at home here.