IT Service Desk Manager

As IT Service Desk Manager, you''ll lead our small team of IT Support Analysts and make sure colleagues receive responsive, reliable and customer-focused support. You''ll oversee incidents, requests and production support, acting as the main escalation point for critical issues while remaining hands-on with day-to-day technical activities. You''ll help maintain the stability and performance of key business systems, including Microsoft 365 and Dynamics 365, and work closely with colleagues, business stakeholders and external IT partners to meet agreed service levels. You''ll also use service insight, automation and the Halo ITSM platform to improve processes, strengthen service reliability and create an excellent colleague experience. About you You''ll be a customer-focused and approachable IT professional who enjoys leading others, solving problems and taking ownership through to resolution. You''ll bring a strong technical foundation, a calm and organised approach, and the communication skills to build effective relationships across the business. Experience of working in an ITIL-aligned service desk or IT operations environment, with a good understanding of IT service management processes and tools. Strong working knowledge of Microsoft Windows, Microsoft 365, cloud services and a range of infrastructure technologies, including networking, cyber security and device management. A supportive and effective leadership style, with the ability to organise workloads, set ..... full job details .....