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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Supervisor - **Company:** Fletchers Solicitors - **Location:** Manchester, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Data Analysis, Computer Networks, Domain Name System (DNS), Microsoft Office, Microsoft Software, Windows Servers, Network Service, Azure Active Directory, Information Technology, Laptops, Servicenow, Unified Endpoint Management - **Published:** September 16, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d7e950cf35485dc1 ## About the Role * Experience managing an IT Service Desk Team L1 and L2 * Experience with managing Techs across multiple sites * Experience of managing & motivating teams to meet service level commitments * Data analysis and able to identify trends leading to change * Customer engagement & stakeholder management dealing with escalations * Conflict management * People and team management including development of people * Appropriate knowledge and certifications (e.g. managing people, ITIL v3/v4, Service Desk Manager) * Experience of using ITSM tools (e.g. ServiceNow) to manage team activity including creating reports * Experience with: + Microsoft products such as Office 365 and Teams + AVD + Active Directory + Azure AD + Microsoft Endpoint + Proclaim + 8x8 phone systems including auto attendant * Experience with Windows, Laptops andDesktop PCs including installing Windows and Software * Experience with Windows Servers and standard network services (DNS, file serving etc.) * Experience with printing in a network environment * Affinity with technology and computer systems * Hardware experience. Desirable Skills: * ITIL V4 or V5 Foundation qualified * Microsoft accreditation * Experience of the ITSM lifecycle * Degree in technical or related discipline * Experience of working within a professional services organisation ## Description The role would be to provide Supervision for the team members in SJT, Reading, Birmingham and Leeds. To provide guidance, 121, performance management, reporting, CSAT, Customer Support and Leadership. Oversee daily Operations, training and guidance, liaison between end users, IT and Senior management, aligning with IT service delivery and Industry standards.Incident management. This is also a hands on role so 1st and 2nd line technical knowledge is essential., * Team management: Hire, train, and mentor support technicians, delegate tasks, and evaluate performance to ensure a high-quality service is delivered. * Daily operations: Manage the day-to-day support activities, handle complex issues, and ensure service level agreements (SLAs) are met through effective ticket management and staffing. * Service improvement: Monitor service desk performance, analyze user feedback, and identify areas for improvement to enhance efficiency and user experience. * Strategic alignment: Act as a bridge between senior management and the IT team, translating business strategy into tactical service desk goals and advocating for necessary resources. * Process and compliance: Ensure the service desk follows best practices and established frameworks, and promote the automation of repetitive tasks to improve efficiency. * Stakeholder communication: Communicate with internal and external stakeholders, including other departments, senior management, and service desk staff. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)