IT Service Desk Manager – 45K

IT Service Desk Manager – 45K

Location: East Midlands

Industry: IT

Salary: £40,000 – £45,000 per annum + extensive benefits

Posted: 28/03/2022

Job Description

We are looking for an IT Service Desk Manager who can help build a new team of Support Analysts, introduce best practice procedures and create a culture of accountability and ownership. The role is based in the East Midlands office with site visits across the UK. You will lead a small team and grow this function while working closely with 3rd‑party IT service providers.

Key Responsibilities

• Develop and grow the service desk team to improve customer satisfaction KPIs.
• Maintain and enforce high‑level support standards and procedures.
• Improve quality of work and processes while focusing on customer satisfaction.
• Manage the well‑being, learning & development, and work allocation of 1st/2nd line support analysts.
• Set KPIs/SLA’s, attend meetings, and engage with the wider business.

Skills & Experience

• 5+ years of service desk/IT support experience including team leadership/management duties.
• Experience in a customer‑service role alongside IT technicians and engineers.
• Utilising the ITIL framework in the delivery of IT services.
• ITIL environment experience and certification is a bonus.
• Desktop support experience with Microsoft and Office 365 suite (Outlook, Exchange, etc.).

Benefits

• Salary up to £45,000 + extensive benefits.
• Free parking onsite.
• Office‑based with site visits and flexible working upon settlement.
• Career growth opportunities within the expanding IT function.
• Equal opportunity employer – applicants from all ages and backgrounds considered.

For further details or to discuss this opportunity, contact the recruiter below.

Recruiter: Jo BevingtonEmail: jo.bevington@ascentpeople.co.ukPhone: 0161 913 2621

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