IT Service Desk Manager - Cloud Environment

Chapman Tate Associates are excited to be supporting a long-standing, highly reputable organisation within their sector as they continue their impressive growth journey. As part of their expansion, they are now seeking an experienced Service Desk Manager to lead their support function and drive best-in-class service across a modern Microsoft Cloud environment. About the Role This is a fantastic opportunity for someone who thrives in a people-focused, technology-driven environment. You will oversee the day-to-day running of the Service Desk, ensuring high-quality support is delivered across Microsoft 365, Azure, Endpoint Manager/Intune, and wider cloud services. You'll be responsible for managing the team, developing processes, improving service delivery standards, and acting as a key escalation point. This is an influential position within a modern, cloud-first business where you'll help shape the future of their support operation., + Lead, mentor, and manage the Service Desk team to ensure consistent, high-quality support

• Oversee service queues, ticket prioritisation, and escalations within a Microsoft Cloud environment
• Ensure effective handling of incidents, requests, and changes using ITIL best practices
• Drive improvements across tools, processes, and documentation
• Monitor KPIs, SLAs, and service quality, providing regular reporting to leadership
• Collaborate with Infrastructure, Cloud, and Security teams to ensure seamless service operations
• Support end-users and customers across Microsoft 365, Azure, Intune/Endpoint Manager, and related services
• Contribute to ongoing cloud transformation and modern workplace initiatives

• Previous experience managing or leading a Service Desk or technical support team
• Strong technical understanding of Microsoft 365, Azure, Intune/Endpoint Manager, and modern device management
• Solid grasp of ITIL frameworks and service management principles
• Excellent leadership, communication, and stakeholder-management skills
• Ability to analyse service performance and implement meaningful improvements
• Calm, structured approach to handling escalations