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# Hybrid Service Desk Manager

- **Company:** Clarify Consultancy Ltd
- **Location:** Penwortham, UK
- **Salary:** £40,000.0 - £50,000.0
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Issue Tracking Systems, Zendesk
- **Published:** July 2, 2026
- **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2839922651-2

## About the Role

* 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.

## Description

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


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