Service Desk Manager

  • Category
    Infrastructure - Infrastructure Manager / Team Leader Roles
  • Location
    Manchester, Greater Manchester
  • External Reference

Service Desk Manager

Service Desk Manager / 1st Line support / 2nd line Support / Management / IT Support / Stoke on Trent / Manchester /

The Company:

If you are looking for a new and exciting challenge, a fantastic opportunity has become available as a Service Desk Manager within a fast growing, award winning company, who offer quality training, benefits and perks. You could have the opportunity to join a successful company, showcasing your analytical skills as a Service Desk Manager to make a big impact on the growth and efficiency of the business and the people around you. If you are interested in this exciting position then do not miss the opportunity to send your application over!

The Role:

As a service desk manager you will have the big opportunity and responsibility to lead and develop a whole IT service desk team. Managing a team providing 1st and 2nd line support including desktop, application, email, printing and mobile services. You will manage the operations of the IT systems to ensure the services provided meet the service level agreements. Any problems and incidents that may arise are to be managed and resolved effectively and efficiently as possible. You will also conduct hardware asset management and manage software license.

Key Responsibilities:

*To ensure all KPIs and SLAs are met by the day to day management of the service desk team and that team members have been set personal development plans and objectives.
*Managing the team's holidays and shifts to ensure there is sufficient cover whilst also performing performance appraisals.
*To encourage and support the teams development whilst providing training plans.
*Ensuring the operational polices, standards and procedures are all adhered to.
*To be in contact with key business users whilst proactively ensuring you are aware of their level of satisfaction and document areas of improvement.
*Making sure the work load schedules are defined, agreed and maintained.
*Take part in the recruitment process of new team members
*Develop and maintain a commercial awareness of IT infrastructure team plans.

Skills and Experience Required:

*Previous knowledge and experience of IT services and processes.
*Previous experience in 1st and 2nd line support.
*Practical experience and knowledge in IT incidence, request handling, logging, analysis and troubleshooting.
*Excellent management skills with a minimum of 3 years experience of working in a similar position.
*Team leading skills and communicative skills are vital.
*Good at building relationships with people and understands the importance of a strong customer focus.
*Service management tooling experience (Desirable)
*Experience with Microsoft office including Outlook and Active Directory. (Desirable)
*Remote desktop solutions experience. (Desirable)
*IT management with (Desirable)


Salary: Competitive - plus a comprehensive company benefits package!


Nikhil Parekh on 0121 234 9251 or

Service Desk Manager / 1st Line support / 2nd line Support / Management / IT Support / Stoke on Trent / Manchester /

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Nikhil Parekh