Service Desk Manager

We''re working with a well-established and growing provider of managed IT and technology solutions, supporting a broad client base across sectors. As the business continues to expand its managed services offering, they''re looking for an experienced Service Desk Manager to take ownership of the day-to-day running of the service desk function and drive continuous improvement in service delivery. This is a hands-on leadership role for someone who enjoys building high-performing teams, owning SLAs and KPIs, and being the escalation point when things get tricky. This role is about service desk leadership, technical credibility and client-facing accountability, regardless of which technology stack that experience was built on. The Role Take full ownership of the service desk team, managing day-to-day workload, rotas, and performance across 1st and 2nd line support. Act as the primary escalation point for major incidents and complex technical issues, ensuring swift resolution and clear communication with clients throughout. Own and report on SLAs, KPIs and ticket queue health, identifying trends and implementing process improvements to drive efficiency. Lead, coach and develop service desk engineers, supporting their technical growth and career progression. Build and maintain strong client relationships, attending client sites regularly to review service performance and identify opportunities to add value. Work closely with other internal teams - including projects, networking, ..... full job details .....