Service Desk Manager - Full time

We're working with a growing technology services provider that partners closely with its clients to deliver high-quality, reliable IT solutions. They are now looking for an experienced Service Desk Manager to take ownership of service performance, technical leadership, and team development within a fast-paced managed services environment.

This is a hands-on leadership role. You will combine deep technical expertise with calm, confident decision-making, acting as the senior point of escalation while shaping how services are delivered day to day.

The opportunity:

In this role, you'll have overall responsibility for service delivery across the service desk and professional services functions. You'll be trusted to lead critical incidents, guide technical direction, and ensure customers consistently receive a premium level of support. Reporting into the senior leadership team, you'll play a key role in maintaining service quality, improving processes, and developing people. This is a position for someone who enjoys accountability, takes pride in high standards, and leads with both authority and empathy.

What you'll be doing:

• Owning end-to-end service delivery, taking responsibility for quality, outcomes, and customer experience
• Leading the day-to-day operation of the service desk, ensuring tickets are managed efficiently, and processes continue to evolve
• Acting as the senior 3rd line escalation point for complex and high-impact technical issues
• Providing clear technical leadership during major incidents and periods of pressure
• Ensuring client environments are aligned, stable, and built to agreed technical standards
• Contributing to the definition and enforcement of best practice across the client base
• Supporting structured change management to ensure risk is controlled and communication is clear
• Monitoring and reporting on service performance, including SLAs and service metrics
• Managing workloads and priorities in a dynamic environment, remaining decisive when it matters most
• Leading, coaching, and developing engineers through regular feedback, one-to-ones, and performance management

Do you have experience in VPN?, Are you a senior technical professional who enjoys being right at the heart of service delivery? Someone who thrives on solving complex problems, setting standards, and leading from the front..., You'll bring strong technical credibility alongside proven leadership behaviours. Experience within an IT/Technology/Managed Service Provider or similar services-led environment is important, as is the confidence to act as a senior escalation point.

You'll likely have:

• Extensive experience operating at 3rd line or senior escalation level
• Experience leading or overseeing a service desk or service delivery function
• A background in technical leadership, mentoring, or managing engineers
• Strong knowledge of Windows Server technologies, including Active Directory, DNS, DHCP, and Group Policy
• Advanced experience with Microsoft 365, including Exchange, SharePoint, and Intune
• A solid understanding of Azure AD or Entra ID and hybrid environments
• Broad networking knowledge covering firewalls, routing, switching, VPNs, and wireless
• Experience setting and maintaining technical standards
• Clear communication skills and a customer-focused mindset
• The ability to stay composed, adaptable, and effective under pressure, * 3rd Line / Infrastructure: 2 years (preferred)
• Service Desk Management: 1 year (preferred)

This is a chance to take real ownership within a business that values accountability, teamwork, and continuous improvement. You'll have influence, autonomy, and the opportunity to shape how services are delivered while working with people who genuinely care about quality and outcomes.

If you're a technically strong leader who enjoys responsibility and wants to make a tangible impact, we'd love to talk to you about the position.

Job Type: Full-time

Pay: £40,000.00-£55,000.00 per year

Benefits:

• Casual dress
• Company pension
• Flexitime
• Free flu jabs
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Sick pay
• Work from home