Service Desk Manager

Job DescriptionAre you an experienced Service Desk Manager ready to lead from the front in a dynamic, forward-thinking environment? Join one of the UK's leading organisations and take ownership of a high-performing service desk team, driving service excellence and continuous improvement.About the Role:This is an opportunity for an established Service Desk Manager with a strong technical foundation and hands-on experience in a service desk environment. Whether you're rolling up your sleeves to support your team or stepping back to lead strategically, you'll be comfortable switching between hands-on and hands-off leadership as needed.You'll manage a team of Service Desk Analysts and Senior Analysts, ensuring high-quality support and service delivery across the organisation. This is a key role where your technical insight, leadership skills, and customer-first mindset will make a real impact.Key Responsibilities:Lead, mentor, and develop a team of Service Desk Analysts and Senior AnalystsOversee day-to-day operations of the service desk, ensuring SLAs and KPIs are metAct as a technical escalation point and provide guidance on complex issuesDrive service improvements and champion ITIL-aligned processesCollaborate with wider IT teams to ensure seamless support and issue resolutionFoster a culture of accountability, learning, and continuous improvement What You'll Bring:Proven experience as a Service Desk Manager or in a senior service desk roleStrong technical background with the ability to be hands-on when requiredExcellent communication and stakeholder management skillsSolid understanding of Microsoft Active DirectoryITIL Foundation certification (or equivalent experience)A proactive, solution-focused approach with a passion for delivering outstanding serviceWhy Join?Be part of a respected UK-leading organisation with a strong reputation for innovation and excellenceEnjoy a flexible hybrid working model based in NewcastleAccess to ongoing professional development and career progressionThis role is based in Newcastle with hybrid working, offering a competitive salary of up to 52,000.Ready to lead, inspire, and make a real impact?Apply today and take your career to the next level.

Created: 2025-09-18