Hybrid Service Desk Manager

Clarify Consultancy Ltd • Permanent • Remote (Macclesfield, Cheshire East, England, United Kingdom) • £40k - £50k / year • 4d ago

Our client, a national logistics company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you’ll be the heartbeat of IT support operations. Overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You’ll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts.

Duties to include:

Leading, supporting, and motivating the service desk team to deliver excellent client service.
Being line manager to service desk analysts
Providing guidance on escalated issues and managing client concerns effectively.
Overseeing the allocation, monitoring and closure of support tickets.
Ensuring SLAs and KPIs are met and reporting performance to senior leadership.
Analysing service desk data to identify trends and drive improvement.
Ensuring customer satisfaction.
Ensuring that required training, development, and certification within the team is delivered.
Maintaining a positive team culture that balances performance, collaboration, and growth.
Supporting the wider business in developing and expanding service offerings.
Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance

As a successful candidate, key skills and preferred experience :

Previous experience managing or leading a service desk or IT support team.
Experience of service ticketing systems - Freshdesk would be beneficial.
Excellent communication skills, both verbal and written.
Ability to manage client escalations professionally and calmly.
Background in implementing service improvements and best practice.
Experience of monitoring and reporting on SLAs and KPIs.
Strong organisational skills with attention to detail.
Able to balance leadership responsibilities with occasional hands-on support.
Problem-solving mindset with a focus on outcomes.

This is a great opportunity to work for a dynamic and rapidly expanding company that encourages growth and career progression. In return the company offers an excellent remuneration package plus bonuses, up to 25 days holiday.

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