Technical IT Service Desk Manager

As a Technical IT Service Desk Manager for BES Group, you will lead and develop our IT Service Desk function, ensuring the delivery of high-quality, customer-focused IT support across the business. You will combine people leadership with hands-on technical oversight, acting as the escalation point for complex issues while driving continual service improvement.

You will:

• Lead, coach and develop a Service Desk team, setting clear objectives and performance expectations
• Ensure excellent customer service with a strong focus on first-time fix and user satisfaction
• Own and manage service desk processes including incident, request, problem, escalation and asset management
• Monitor performance against SLAs and KPIs, identifying trends and driving improvements
• Act as the escalation point for complex or high-impact IT incidents
• Provide technical leadership across the Microsoft 365 environment
• Oversee Intune device management and IT asset management
• Drive continual improvement of processes, documentation and knowledge management
• Work closely with stakeholders to align IT support with wider IT strategy

• Proven experience leading or managing an IT Service Desk or End User Computing team
• A strong customer service mindset with experience in service delivery management
• Hands-on experience with Microsoft 365 and Microsoft Intune
• Knowledge of IT asset management
• Excellent communication and people management skills
• ITIL Foundation (or similar) qualification (desirable)

• A starting salary between £50,000 - £55,000, negotiable depending on experience
• A flexible working approach, the role will be based in our Manchester city centre office, with some home based working available (you must have suitable Wi-Fi, and provide your own office set-up for time spent working from home)
• Up to 10% pension contribution
• 2 x life cover
• Enhanced maternity / adoption leave
• Annual salary review
• 25 days annual leave plus 8 bank holidays
• An additional day's holiday for your birthday every year
• An extra day's holiday to take on Christmas Eve each year
• Access to our buy and sell holiday scheme
• Opportunity for flexible working
• Electric Vehicle salary sacrifice scheme
• Discounts and savings via our employee benefits portal
• Health and wellbeing support via our Employee Assistance Programme
• Company wide volunteering scheme

At British Engineering Services Group, we pride ourselves on being the leading end to end risk management solutions provider in the UK and Ireland. That means it's our job to help keep our customers assets' legally compliant, operational and, above all else, safe. We're able to achieve this with a team of only the very best, most talented people. Our IT team play a critical role in enabling BES Group to operate safely, efficiently and securely. We provide reliable technology, modern workplace solutions and responsive support that keeps our colleagues connected and productive. From day-to-day support to continual improvement, IT underpins how we serve our customers and support our people., Our team is made up of some of the most skilled and talented people and that's what matters to us. At British Engineering Services Group, we want our people to know that they can be their true authentic selves at work, it really is that simple. What's more, we are delighted to have pledged our commitment to the military community by signing the Armed Forces Covenant. Go for it! Research suggests that some people tend to only apply for roles if they meet all requirements. If you don't meet every point above, but still feel like you could really help make a difference in this role, please apply, you might be exactly what we're looking for. To apply for this role, simply click "Apply". We ask for some basic contact information and a CV or your LinkedIn profile, it's that easy! Please note, successful candidates will be required to complete the relevant background checks as part of the recruitment process. British Engineering Services Group, where our people and our customers come before everything else.