Service Desk Manager

2 days ago

South Yorkshire England, United Kingdom Fruition Group Full time £54,000 - £55,000 per year

Job Title:
Service Desk Manager

Location:
Doncaster - 4 days per week on site

Salary:
Up to £55k

Why Apply?

An exciting opportunity has arisen for an experienced Service Desk Manager to lead and develop a high performing IT support team within a fast paced and evolving enterprise environment. This permanent, full time Service Desk Manager role offers a blend of operational leadership, IT service management, and stakeholder engagement. Perfect for candidates seeking a Service Desk Manager job with a passion for driving service excellence and ITSM best practices.

This role is ideal for professionals seeking long term IT careers in a collaborative and service-oriented culture.

Service Desk Manager Responsibilities

  • Lead, coach, and manage first and second line IT support teams, ensuring optimal service delivery and customer satisfaction.
  • Champion consistent proactiveness across the service function, driving continuous improvement (trend analysis, ect).
  • Oversee and continuously improve service desk operations in line with ITIL, ISO27001, and other relevant frameworks.
  • Monitor performance through KPIs and metrics, identifying improvement areas and coaching team members to meet targets.
  • Own the service management framework including incident, request, problem, and change management processes.
  • Analyse service desk data to ensure SLAs are consistently achieved or exceeded.
  • Champion the IT service brand through proactive communication, stakeholder engagement, and customer feedback initiatives.
  • Drive continuous service improvement and take ownership of problem management and escalation processes.
  • Ensure team training aligns with evolving service requirements and technology trends.

Service Desk Manager Requirements

  • Proven experience managing IT support/service desk teams in a mid-to-large scale environment.
  • Strong knowledge of IT service management (ITSM), including ITIL, incident management, problem management, and change management.
  • Practical experience with ITSM tools and platforms.
  • Deep understanding of service delivery processes and frameworks such as ISO27001, NIST, or Cyber Essentials.
  • Excellent communication, leadership, and stakeholder management skills.
  • Ability to work under pressure, manage conflicting priorities, and deliver results to deadlines and budgets.
  • Strong analytical and problem-solving skills with a methodical and structured approach.
  • Leads end-to-end service transition, from discovery through readiness for operational delivery.
  • Oversees the service transition function to ensure smooth, well-coordinated handover into live service.

What's in it for me?

  • Ongoing professional development and training opportunities
  • Inclusive culture with a strong focus on employee wellbeing
  • Opportunity to shape and mature a key service function within a growing organisation

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

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