Service Desk Manager
Posted 1 day ago by MSP Talent Bridge Ltd
£55,000 Per year
Undetermined
Hybrid
Reading, England, United Kingdom
Summary: The Service Desk Manager role is a leadership position within a growing IT services organization in Berkshire, responsible for managing the daily operations of the service desk. The role focuses on ensuring high customer satisfaction and meeting service level agreements (SLAs) while leading and developing the service desk team. The successful candidate will drive continuous improvement in service delivery processes and collaborate with various stakeholders. Reporting to the COO, this position is pivotal for operational excellence in service management.
Key Responsibilities:
- Lead, motivate and manage the service desk team, including recruitment, training and performance management
- Ensure timely and accurate resolution of service requests and incidents
- Monitor and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Manage escalations effectively and communicate clearly with stakeholders
- Collaborate with internal departments and third-party suppliers to ensure seamless service delivery
- Implement and optimise service desk tools and technologies
- Identify opportunities to improve service processes and operational efficiency
- Produce regular performance and customer satisfaction reports
- Participate in customer service review meetings where required
- Form part of the on-call rota (24/7 coverage model)
Key Skills:
- Proven experience in a Service Desk Manager or similar leadership role
- Strong experience managing SLAs and performance metrics
- Confident handling customers at both operational and senior stakeholder level
- Experience managing third-party suppliers
- Knowledge of IT service management tools (ServiceNow advantageous)
- ITIL certification (preferred but not essential)
- Strong IT literacy including Microsoft Excel
- Excellent communication skills (written, verbal and presentation)
- Ability to prioritise workload and perform under pressure
- Self-motivated and able to work independently
- Strong team leader with experience developing and motivating staff
- Customer-focused mindset
- Proactive approach to continuous improvement
- Collaborative and professional
Salary (Rate): £55,000.00 yearly
City: Reading
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
We are currently recruiting for an experienced Service Desk Manager on behalf of a well-established and growing IT services organisation based in Berkshire. This is a pivotal leadership role responsible for overseeing the day-to-day operations of a busy service desk function, ensuring high levels of customer satisfaction and consistent SLA performance. The successful candidate will lead, develop, and optimise the service desk team while driving continuous improvement across service delivery processes.
The Role
Reporting to the COO, you will be responsible for delivering operational excellence across the service desk and ensuring service levels are consistently achieved.
Key Responsibilities:
- Lead, motivate and manage the service desk team, including recruitment, training and performance management
- Ensure timely and accurate resolution of service requests and incidents
- Monitor and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Manage escalations effectively and communicate clearly with stakeholders
- Collaborate with internal departments and third-party suppliers to ensure seamless service delivery
- Implement and optimise service desk tools and technologies
- Identify opportunities to improve service processes and operational efficiency
- Produce regular performance and customer satisfaction reports
- Participate in customer service review meetings where required
- Form part of the on-call rota (24/7 coverage model)
Skills & Experience Required
- Proven experience in a Service Desk Manager or similar leadership role
- Strong experience managing SLAs and performance metrics
- Confident handling customers at both operational and senior stakeholder level
- Experience managing third-party suppliers
- Knowledge of IT service management tools (ServiceNow advantageous)
- ITIL certification (preferred but not essential)
- Strong IT literacy including Microsoft Excel
- Excellent communication skills (written, verbal and presentation)
- Ability to prioritise workload and perform under pressure
Personal Attributes
- Self-motivated and able to work independently
- Strong team leader with experience developing and motivating staff
- Customer-focused mindset
- Proactive approach to continuous improvement
- Collaborative and professional
What’s on Offer
- Hybrid working model
- Competitive salary
- Pension scheme
- Life assurance
- 25 days holiday plus bank holidays
- Paid charity day
- Wellbeing support benefits
- Structured training and development
- Friendly and supportive working environment
- Strong ESG commitment