IT Service Desk Manager

Service Desk Manager – Join a Leading Managed IT Services Provider

Are you ready to lead a dynamic team in delivering cutting-edge IT support services? We are seeking an experienced Service Desk Manager to head our Service Desk team based in Swansea. This is your opportunity to make a significant impact within a fast-paced and client-focused Managed IT Services environment.

Why Join Us?

As a trusted Managed IT Provider, we pride ourselves on delivering exceptional service to businesses across the region. You'll be at the forefront of IT innovation, managing a skilled team, supporting a diverse client base, and driving continuous improvement to maintain our reputation for excellence.

• Location: Swansea
• Working Hours: 37.5 hours per week
• Holiday Entitlement: 28 days per year (inclusive of bank holidays)
• Driving Licence: Required

The Role

As our Service Desk Manager, you will oversee the delivery of IT support to our clients, ensuring that technical issues are resolved efficiently and professionally. This role requires a mix of hands-on technical expertise, leadership skills, and strategic vision to enhance our IT services. Reporting to the Managing Director, you will play a vital role in aligning our IT Service Delivery with the overall business objectives.

Key Responsibilities

Leadership & Team Management:

• Lead, inspire, and develop a team of service desk technicians to deliver exceptional IT support.
• Create a collaborative and positive team culture focused on delivering outstanding client experiences.
• Conduct regular performance reviews, identify skills gaps, and implement training and development plans.

Service Desk Operations:

• Manage the day-to-day operations of the Service Desk to ensure all incidents, service requests, and inquiries are resolved promptly.
• Act as the final escalation point for complex technical issues, ensuring timely resolutions and high customer satisfaction.
• Monitor and report on service desk performance metrics to ensure SLAs and KPIs are consistently met or exceeded.

Continuous Improvement:

• Collaborate with the Managing Director to refine processes, systems, and service delivery models to drive efficiency and innovation.
• Maintain and improve the knowledge base, ensuring all technicians have access to accurate, up-to-date information.
• Identify opportunities to introduce new tools, technologies, or methodologies to enhance service quality.

Technical Support:

• Provide hands-on technical assistance to the service desk team and directly support high-priority client issues.
• Offer strategic input into IT service delivery, ensuring solutions align with client and business needs.

What We're Looking For

We're seeking a motivated leader with a passion for delivering exceptional IT services in a managed services environment.

Essential Skills and Experience

Proven Experience:

• Demonstrated success in a supervisory role within an IT service desk environment, preferably in Managed IT Services.

Technical Expertise:

• Hands-on experience with MSP RMM tools.
• Proficiency in Office 365 (Exchange Online, SharePoint, OneDrive).
• Strong understanding of Networking Concepts: TCP/IP, firewalls, VLAN and troubleshooting.
• Expertise in Windows Server OS, Active Directory, Terminal Server, Hyper-V, Azure/Entra ID, Intune and MDM.
• PowerShell scripting experience for process automation and troubleshooting.
• Experience with Hosted VoIP systems and related applications.

Leadership & Communication

• Exceptional people management and mentoring skills.
• Outstanding communication skills, with the ability to explain technical concepts to non-technical clients.

Customer Focus:

• A proven track record of delivering outstanding customer service and maintaining high client satisfaction levels.
• Demonstrated ability to manage client expectations effectively, ensuring clarity and transparency in all communications.
• Strong ability to gather and act on client feedback to continually improve service delivery.
• Capable of aligning IT services with client business objectives, adding measurable value to their operations.

What Sets You Apart

• Passion for innovation and staying ahead of IT trends.
• A proactive approach to problem-solving and continuous improvement.
• The ability to thrive in a fast-paced, client-focused environment.
• The ability to quickly learn and understand new technology.

What We Offer

• A chance to lead and shape the Service Desk function in a growing IT services business.
• A supportive and collaborative work environment.
• Exposure to diverse IT environments and technologies.
• A positive and professional work environment where your ideas and contributions are valued.
• The opportunity to make a real difference to clients' businesses by delivering IT solutions that drive their success.

This role will require occasional travel to client sites, so a full driving licence is essential. If you're an experienced IT professional with a passion for leadership, innovation, and delivering exceptional service, we'd love to hear from you.

Apply now and take the next step in your career with a leading Managed IT Services Provider

Applicants will need to be in a commutable distance to Swansea.

Job Type: Full-time

Pay: £40,000.00-£50,000.00 per year

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• Free parking
• On-site parking

Application question(s):

• Can you commute to Swansea on a daily basis

Education:

• Bachelor's (preferred)

Experience:

• Managing a Team: 1 year (preferred)
• Technical support: 2 years (required)

Language:

• English (required)
• Welsh (preferred)

Licence/Certification:

• Driving Licence (required)

Work Location: In person

Reference ID: Service Desk Manager

Expected start date: 24/11/2025