Service Desk Manager
🔒 Confidential Employer
Posted 24 March 2026
LOCATION
Manchester, UK
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion
SKILLS
Service Desk Management
ITIL
Incident Management
Problem Management
Technical Support
Customer Satisfaction
Communication
Leadership
FULL DESCRIPTION
Service Desk Manager
Location: Manchester, UK
Salary: Competitive
Join us as a Service Desk Manager and lead our mission to provide exceptional 24/7 support across all channels. You will manage and mentor our Service Desk team, ensuring team success, SLA adherence, and customer satisfaction. Drive continuous improvement by implementing ITIL best practices and leveraging customer feedback to enhance our services. Your leadership will be pivotal in shaping a responsive, efficient, and customer-centric support environment.
Responsibilities:
- Ensure our Service Desk delivers 24/7 support, keeping P1 incidents under control and meeting SLAs.
- Lead and support the team, helping them grow, perform well, and stay focused on the customer.
- Keep our incident and problem management processes running smoothly and look for ways to improve them.
- Use ITIL best practices (ITIL 4 preferred) to make sure everything we do is consistent and efficient.
- Solve problems, streamline workflows, and make support better for both the team and our customers.
- Manage performance and use customer feedback to make our service even stronger.
Who’s Suitable for This Role:
- Proven experience as a Service Desk Manager or in a similar technical support leadership role.
- Comfortable with help desk and remote control software, with a strong technical background.
- Excellent communicator, able to explain technical issues clearly to both technical and non-technical audiences.
- Customer-focused, with a drive to deliver outstanding support.
- Strong problem-solving skills, with the ability to identify root causes and implement effective solutions.
- Exceptional written and verbal communication to keep both the team and customers informed.
*This role involves both day and night shifts on a rotating schedule:
- Day shifts: 5 consecutive days
- Night shifts: 4 consecutive nights
- Friday, Saturday, and Sunday off after night shifts
The schedule then repeats.
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