Service Desk Manager

IT Service Desk Manager

Location: Bolton BL6, This role is a fully on site based role, there may be a requirement on occasion to go to other UK sites. Salary: Competitive + Benefits Contract: Full-Time, Permanent

Are you an experienced IT Service Desk leader with a passion for delivering exceptional customer service and driving continuous improvement? We are looking for a proactive and people-focused Service Desk Manager to lead our 1st Line IT Support function, ensuring an outstanding service experience for over 850 users across the business.

Reporting to the Head of IT Service Delivery, you will lead a team responsible for supporting end users, devices, and business-critical applications. Working closely with the Business Support Manager, you will play a key role in ensuring service excellence, meeting SLAs, and enhancing IT support processes.

The Role

As Service Desk Manager, you will oversee the day-to-day operation of the Service Desk, driving team performance, service quality, and customer satisfaction. You will act as a key escalation point, champion best practices, and ensure robust processes are in place to support the business effectively.

Key Responsibilities

• Lead and manage the Service Desk team, providing coaching, support and development.
• Oversee the management of service requests, incidents, problem tickets and escalations.
• Ensure timely resolution of support issues across Windows, iOS, Android and virtual desktop environments.
• Manage end-user computing platforms and Microsoft 365 services.
• Develop and enhance incident management processes and ServiceNow workflows.
• Drive root cause analysis and continuous improvement initiatives.
• Manage software licence allocation and reclamation to maintain budgeted costs.
• Develop, implement and maintain Service Desk policies, standards and procedures.
• Monitor and report on key performance indicators (KPIs), service levels and customer satisfaction metrics.
• Ensure accurate and up-to-date technical documentation, user guides and knowledge base articles.
• Build strong relationships with stakeholders across the organisation and act as a trusted IT partner.
• Stay current with industry trends, emerging technologies and best practice frameworks.

What We're Looking For

Essential Experience

• Previous experience managing a 1st Line IT Service Desk team.
• Strong customer service and stakeholder management experience.
• Proven experience coaching, developing and motivating teams.
• Experience working within an ITIL-based service management environment.
• Knowledge of SLA management and service performance monitoring.
• Experience supporting Microsoft desktop and server technologies.
• Understanding of asset and configuration management.
• Experience of ISO27001 principles and controls.

Skills & Qualifications

• ITIL v3 or ITIL v4 certification.
• Degree-level qualification or equivalent experience.
• Strong organisational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills with the ability to explain technical concepts to non-technical audiences.
• Strong problem-solving skills with a continuous improvement mindset.
• Ability to influence, engage and build relationships at all levels.

Why Join Us?

This is an exciting opportunity to make a real impact within a growing organisation where technology is a key enabler of business success. You'll have the autonomy to shape service delivery, drive improvements, develop a talented team and contribute to the ongoing evolution of our IT function.

If you're a motivated Service Desk leader who thrives on delivering excellent customer service and developing high-performing teams, we'd love to hear from you.

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