Service Desk Manager

We are seeking a motivated and experienced Service Desk Manager to lead a fast-paced, customer-centric IT support team. This role is perfect for someone who thrives on delivering excellent customer service, driving performance through data and KPIs, and leading a high-performing team to deliver measurable improvements in customer satisfaction and operational efficiency., As the Service Desk Manager, you will be instrumental in shaping the customer support experience, managing team dynamics, and improving systems, tools, and reporting processes to ensure world-class service delivery.

• Champion a customer-first culture, ensuring all interactions are professional, empathetic, and efficient.
• Monitor and improve CSAT (Customer Satisfaction) and NPS (Net Promoter Score) by analysing feedback and implementing actionable changes.
• Drive first-contact resolution and ensure timely resolution of incidents and service requests.
• Act as a senior escalation point for complex or critical issues.
• Ensure data integrity across all service records and systems.
• Conduct regular audits of ticketing data, customer records, and performance metrics.
• Implement gamification strategies - e.g. leaderboards, reward schemes - to improve team engagement and productivity.
• Define, track, and report on KPIs and SLAs, aligning them with business goals.
• Build and present custom dashboards and performance reports using platforms like ConnectWise.
• Lead and mentor a growing team - support with training, performance reviews, and personal development plans.
• Collaborate with the sales team on Quarterly Business Reviews (QBRs) and service performance insights.
• Support in vendor management, SLA agreements, and contract reviews.
• Drive automation, innovation, and continuous improvement across the service desk.
• Ensure all activities comply with company policies and ISO standards, including data and information security policies.
• Expert-level configuration, reporting, and optimisation of ConnectWise (or similar platforms like Autotask or HALO).
• Build and deliver custom reports, dashboards, and workflow automations.
• Train and support team members in maximising the capabilities of the chosen ITSM platform., * Stay compliant with company IS0 documentation and security policies.
• Complete regular security awareness training and apply best practices.
• Report any suspected security incidents or vulnerabilities promptly.
• Join a tech-forward, service-driven organisation with genuine career growth.
• Work alongside passionate professionals in a team-first environment.
• Take ownership of your function and drive innovation with real impact.

• Proven experience in a Service Desk Manager or IT Support Manager role, ideally in a managed service or telecoms environment.
• Strong working knowledge of ConnectWise, HALO, or Autotask.
• A record of improving CSAT/NPS scores and driving measurable service improvements.
• Data-driven approach with exceptional attention to detail.
• Skilled in KPI/SLA management, reporting, and dashboard creation.
• Strong communication and leadership skills - able to coach, motivate, and inspire a team.
• Commercial awareness - able to identify cost efficiencies and upsell opportunities.
• ITIL knowledge or certification (desirable).
• Understanding of AI-driven service desk tools and automation strategies (desirable).
• Customer-centric mindset and proactive approach to problem-solving.
• Strong organisational and multitasking abilities.
• Excellent communication and interpersonal skills.
• High standards for data accuracy and ticketing quality.
• Positive attitude with the ability to lead and influence others.
• Strong time management and prioritisation skills.