Client Services Manager

Role: Client Service Manager Location: Middlesborough (Office-based)Salary: Competitive - DOEReports to: Managing DirectorAbout the RoleWe are looking for an experienced Client Service Manager to lead and take full ownership of our Service Desk. This is a senior management role reporting directly to the Managing Director, with our Technical Stack Leads reporting into you. You will be responsible for the overall performance, quality, and client experience of the Service Desk, ensuring service levels are consistently met and the team operates efficiently, professionally, and cohesively.This role suits someone who is first and foremost a strong people manager, confident leading leads and managers, driving performance, and holding teams accountable, who also brings a broad technical understanding to make credible, informed decisions across the stack.You will also work closely with the Commercial Team, providing the client insight needed for effective account management and helping to identify potential upsell opportunities.Key Responsibilities Take full ownership of the Service Desk, ensuring it consistently meets SLAs, KPIs, and client expectations. Directly manage and develop the technical stack leads, providing clear direction, coaching, and performance management. Build a strong management structure beneath you, ensuring accountability and clear escalation paths across all technical disciplines. Act as the primary escalation point for major incidents and complex or ..... full job details .....