Service Desk Manager
Solihull (4 days onsite, 1 day WFH)
£45,000
We are looking for an experienced Service Desk Manager to join a growing technology team based in Solihull.
The Role
You’ll be responsible for leading a team of support engineers, ensuring high‑quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands‑on leadership role where you’ll combine technical knowledge with people management to drive team success.
Key Responsibilities
- Managing day‑to‑day service desk operations and team performance
- Monitoring SLAs, KPIs, and overall service delivery through reporting tools
- Acting as an escalation point for technical and client issues
- Supporting and mentoring team members to improve performance and capability
- Driving a strong, process‑led approach to service delivery
- Prioritising workloads and ensuring tickets are handled efficiently
- Collaborating with internal teams to ensure seamless support
About You
- Minimum 5 years’ Service Desk Management experience
- Strong technical support background is essential
- Proven experience leading and supporting service desk teams
- Strong understanding of SLA/KPI‑driven environments
- A team player with a hands‑on leadership style
- Process‑driven with excellent organisational skills
- Passionate about helping and developing support staff
- Excellent communication and stakeholder management skills
ECS Resource Group are an Equal Opportunity Employer. For more information please click the following link: (url removed). In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process – (url removed)/work/flexible-application-process
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