_{20th May, 2025}

Are you an experienced IT Service Desk Manager with a passion for delivering exceptional IT support, developing and getting the best out of your team, and enhancing systems and processes to drive outstanding performance across the business?  If so, you’d be ideal for this role as an IT Service Desk Manager:
 
Location: East Midlands
Salary: £42k - £45k
Job Type: Full-Time, Permanent, Hybrid
 
About the role:
 
Working for a forward-thinking and expanding organisation on cutting-edge technology, you’ll help to develop and streamline operations whilst ensuring outstanding service delivery.  As the IT Service Desk Manager, you’ll lead, inspire and support a small team of 1st and 2nd line engineers to deliver top-tier technical support. You’ll be responsible for managing the day-to-day running of the service desk, developing the technology, improving performance metrics, and driving continuous improvement.
 
What you'll be doing:

• Lead and manage the IT service desk team, ensuring KPIs and SLAs are met
• Develop and refine service desk systems, processes, documentation, and workflows
• Provide mentorship and coaching to a small team
• Act as an escalation point for complex technical issues
• Ensure a high level of customer satisfaction and proactive communication
• Oversee ticket queues, prioritisation, and workload balancing

What you’ll bring to the role:

• Proven experience managing an IT service desk
• Strong understanding of ITIL frameworks and service delivery best practices
• Excellent leadership, communication, and people management skills
• Hands-on technical knowledge across Microsoft environments, cloud services and cyber security
• Ability to manage incidents, escalations, and customer relationships with confidence
• Driven, organised, and passionate about delivering high-quality support
• Experience with PSA and RMM tools

What’s on offer:

• Competitive salary + benefits
• Career and skills development opportunities in a growing company
• Collaborative, supportive and inclusive team culture
• Training and personal development
• Hybrid working
• Modern tech stack and tools

 
Talent Build Solutions are acting as a Recruitment Agency on behalf of our client for this role.

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