Service Desk Manager

Service Desk Manager ️ On-Site: South Yorkshire 4 days a week | Salary up to £55k (dependent on experience) We’re looking for an experienced Service Desk Manager to take ownership of a high-performing IT support function. If you're someone who’s equally confident leading from the front as they are refining process behind the scenes then this could be the role for you! You’ll be responsible for ✔️ Managing both 1st and 2nd line teams ✔️ Driving service delivery across incident, problem and change management ✔️ Embedding a culture of continuous improvement and customer focus. ✔️ Developing frameworks ✔️ Refining processes ✔️ Improving metrics ✔️ Making sure the team delivers consistently great outcomes for users ⭐ What you'll be doing ⭐ Leading, mentoring and developing the Service Desk team Monitoring and analysing service performance to ensure the SLAs are met (or even better, exceeded) Implementing and refining service procedures, policies and documentation that are aligned with ITIL best practice Managing customer feedback and communications, ensuring service visibility and positive engagement to give the best service Contributing to wider IT operational strategy, risk management, and service lifecycle planning Requirements Experience successfully managing a Service Desk or IT Support function within a structured ITSM environment Strong understanding of ITIL and service delivery frameworks An individual who takes a practical approach to problem-solving and decision-making Any familiarity with standards such as NIST, ISO27001 or Cyber Security best practice would be a bonus. What's in it for you? They're big on ongoing training, will support you in gaining certifications and really contribute towards your professional development They're an organisation that genuinely values diversity and champions people to bring their authentic selves on a daily basis They're big on their values and want people who align with working as a team, take ownership, and want to drive innovation in the business

Location: Doncaster, UK, GB

Posted Date: 11/6/2025