Hybrid Service Desk Manager

Our client, a national logistics company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you ll be the heartbeat of IT support operations. Overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You ll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts.

Duties to include:

• Leading, supporting, and motivating the service desk team to deliver excellent client service.
• Being line manager to service desk analysts
• Providing guidance on escalated issues and managing client concerns effectively.
• Overseeing the allocation, monitoring and closure of support tickets.
• Ensuring SLAs and KPIs are met and reporting performance to senior leadership.
• Analysing service desk data to identify trends and drive improvement.
• Ensuring customer satisfaction.
• Ensuring that required training, development, and certification within the team is delivered.
• Maintaining a positive team culture that balances performance, collaboration, and growth.
• Supporting the wider business in developing and expanding service offerings.
• Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance

• Previous experience managing or leading a service desk or IT support team.
• Experience of service ticketing systems - Freshdesk would be beneficial.
• Excellent communication skills, both verbal and written.
• Ability to manage client escalations professionally and calmly.
• Background in implementing service improvements and best practice.
• Experience of monitoring and reporting on SLAs and KPIs.
• Strong organisational skills with attention to detail.
• Able to balance leadership responsibilities with occasional hands-on support.
• Problem-solving mindset with a focus on outcomes.

This is a great opportunity to work for a dynamic and rapidly expanding company that encourages growth and career progression. In return the company offers an excellent remuneration package plus bonuses, up to 25 days holiday.