Service Desk Manager (Part-time 1 day per week Job Share)

Employment Type

This is part time role for 1 day per week, Salary is pro-rata.

About Everon

Everon has been operating since 2008 with a single purpose: to make it easy for organisations in regulated industries to use technology properly and safely.

We specialise in Microsoft Cloud solutions for law firms, financial services, healthcare providers, and accountancy practices – environments where getting IT wrong has real consequences.

We work to three values: Integrity & Transparency , Overcome Challenges , and Openness & Approachability . They guide how we make decisions, how we treat clients, and how we work together as a team.

The Challenge

This role exists to bring structure, clarity, and confidence to the service desk. You’ll work alongside an existing Operations Manager (who covers the other four days of the week) to ensure continuity, strong communication, and predictable service delivery.

Our service desk is busy, fast‑moving, and central to how our clients experience us day‑to‑day. We already have strong processes, clear boundaries, and capable technicians.

You don’t need to be deeply technical — but you do need to be organised, confident, and comfortable making decisions in a pressured environment.

What we need is consistent, calm leadership to keep everything moving in the right direction.

The Role

You’ll be the steady hand on the wheel of the service desk. When tickets stack up, priorities clash, or a client needs reassurance, you step in, assess what’s actually going on, and take the right action.

This is an operational role. You’ll work within established processes, documentation, and agreed boundaries — not redesigning the service, but making sure it runs properly, consistently, and professionally.

On any given day, that might mean re‑prioritising tickets to protect SLAs, handling a client escalation calmly and clearly, or supporting a technician with a non‑technical decision so work can keep moving.

What You’ll Be Responsible For

• Day‑to‑day service desk oversight — daily huddles, monitoring queues, priorities, and SLAs to ensure tickets progress appropriately.
• Triage and prioritisation of new tickets, adjusting focus as client impact changes.
• Handling incoming calls where needed, particularly during busy periods or escalations.
• Client communication and escalations — acting as a calm, professional point of contact when issues need extra care.
• Managing non‑technical escalations from technicians and supporting decision‑making.
• Resource and workflow management — allocating workload, removing blockers, and keeping work moving.
• Operational continuity — ensuring technicians work in line with existing SOPs and documentation.
• Clear handovers — maintaining notes and context so the job‑share operates smoothly.
• Escalating higher‑risk or exceptional issues appropriately, rather than letting problems drift.

Who We’re Looking For

You’re someone who quickly gets a feel for what’s really going on - not just what’s being said, but what needs to happen next. You’re comfortable juggling competing priorities, making judgement calls, and communicating clearly with both clients and internal teams.

You don’t flap under pressure. When things get noisy, you bring structure and calm. People trust you because you’re clear, fair, and consistent.

You also understand boundaries. You know when to act, when to elevate, and when something sits outside your remit - and you’re comfortable working within defined guardrails.

Essential Skills & Experience

• Strong organisation and attention to detail.
• Confidence prioritising work in a fast‑paced, reactive environment.
• Proven customer‑facing experience with a strong service mindset.
• Clear, professional verbal and written communication.
• Comfortable handling client complaints or service escalations.
• Strong general IT literacy and the ability to quickly learn new systems.
• Ability to work independently while collaborating closely with others.

Desirable Experience

• Experience within a service desk, helpdesk, or MSP environment.
• Familiarity with PSA / ticketing systems.
• Experience working to SLAs and managing queues.
• Previous supervisory or line‑management exposure.
• Familiarity with tools such as Halo PSA, IT Glue, 3CX, & Pax8.

Ready to Apply?

Send your CV along with a short note telling us why this role appeals to you. We value clarity and honesty over polished cover letters.

No agencies, please.

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