Service Desk Manager
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What you'll do
- Lead and manage a team of first and second-line support engineers.
- Recruit, onboard, train, and develop team members.
- Conduct regular performance reviews and provide coaching and mentoring.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Oversee the daily operation of the service desk, ensuring tickets are resolved effectively and within agreed timescales.
- Monitor and analyse key performance indicators (KPIs), including ticket resolution times, first-contact resolution rates, customer satisfaction scores.
- Allocate resources efficiently to meet SLA commitments and changing business demands.
- Act as the primary escalation point for complex issues and service-related concerns.
- Build and maintain strong relationships with clients through consistent, high-quality service delivery.
- Ensure client concerns are addressed promptly and effectively.
- Work proactively with clients to understand their support requirements and identify areas for improvement.
- Continuously review and optimise service desk processes to improve efficiency and service quality.
What they're looking for
- A minimum of 5 years' experience in IT support or service desk management.
- Proven experience leading and developing technical support teams.
- Strong knowledge of ITSM platforms, ideally ConnectWise.
- Experience with Microsoft 365 administration and modern workplace technologies.
- A solid understanding of service management frameworks, including ITIL.
- Excellent communication, stakeholder management, and problem-solving skills.
- A customer-focused mindset with a passion for delivering exceptional service.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Location: Derby
Contract: Full-time (37.5 hours per week)
Salary: Dependent on experience
About the Role
Are you passionate about delivering exceptional IT support, leading high-performing teams, and ensuring outstanding customer experiences?
We're looking for an experienced Service Desk Manager to oversee the day-to-day operations of a busy service desk, managing and developing a team of first and second-line support professionals. You'll play a pivotal role in driving service excellence, improving processes, and ensuring Service Level Agreements (SLAs) are consistently achieved.
Working closely with clients and internal stakeholders, you'll identify opportunities to enhance service delivery, implement best practices, and help shape the future direction of our support function. You'll also stay ahead of emerging technologies and trends, ensuring the team is equipped to meet evolving client needs.
If you have a strong background in IT support management, enjoy developing people, and thrive in a fast-paced, client-focused environment, we'd love to hear from you.
Key Responsibilities
Team Leadership & Development
Lead and manage a team of first and second-line support engineers.
Recruit, onboard, train, and develop team members.
Conduct regular performance reviews and provide coaching and mentoring.
Foster a culture of accountability, collaboration, and continuous improvement.
Service Desk Operations
Oversee the daily operation of the service desk, ensuring tickets are resolved effectively and within agreed timescales.
Monitor and analyse key performance indicators (KPIs), including:
Ticket resolution times
First-contact resolution rates
Customer satisfaction scores
Allocate resources efficiently to meet SLA commitments and changing business demands.
Act as the primary escalation point for complex issues and service-related concerns.
Client Relationship Management
Build and maintain strong relationships with clients through consistent, high-quality service delivery.
Ensure client concerns are addressed promptly and effectively.
Work proactively with clients to understand their support requirements and identify areas for improvement.
Process Improvement
Continuously review and optimise service desk processes to improve efficiency and service quality.
Implement and maintain ITIL-aligned practices for incident, problem, and change management.
Drive initiatives that enhance customer satisfaction and operational performance.
Strategic Leadership
Collaborate with wider business teams to align service desk operations with organisational objectives.
Contribute to the development and delivery of service improvement plans.
Help shape future service offerings and support strategies.
About You
To be successful in this role, you'll have:
A minimum of 5 years' experience in IT support or service desk management.
Proven experience leading and developing technical support teams.
Strong knowledge of IT Service Management (ITSM) platforms, ideally ConnectWise.
Experience with Microsoft 365 administration and modern workplace technologies.
A solid understanding of service management frameworks, including ITIL.
Excellent communication, stakeholder management, and problem-solving skills.
A customer-focused mindset with a passion for delivering exceptional service.
Make an impact at Infuse Technology
We’re a friendly, forward-thinking IT managed service provider based in the Midlands, and we’re growing!
From cybersecurity to infrastructure, we support businesses with practical, powerful tech solutions that work.
We’re not your typical IT company, either. We’re a collaborative, people-focused team that genuinely cares about making a difference, both for our clients and for our team.
If you’re looking for a role where you can make an impact, develop your skills, and be part of a supportive, ambitious team, you’ll fit right in.
Why join us?
We believe great work comes from a great working environment. Here’s what you can expect when you join PKF Infuse:
A relaxed “dress for your diary” culture
25 days’ holiday plus bank holidays, plus your birthday off, on us
The option to reduce your hours for more time off (buying more holiday time)
Kudos rewards to celebrate those who go the extra mile
Referral bonuses when you introduce new clients or team members
Life assurance for peace of mind
Cashback on everyday healthcare (including dental and physio) via Healthshield health cash plan
Company pension scheme
Discounts on retail, leisure, and more with the PKF Smith Cooper Rewards Scheme
How to apply
Think you’re the right fit? We’d love to hear from you.
📧 Have questions? Email careers@infusetech.co.uk or call 01332 332021
Please note: We’re unable to consider applications from candidates who require visa sponsorship.
No agencies unless we’ve contacted you directly.
Company
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