Service Desk Manager

We are looking for a Service Desk Manager, reporting into the Head of IT Support.

This will be a hands-on role, not just focused on supervising tasks. The estimated workload will be around 35% team leadership, with the remaining time spent providing technical support, handling escalations, and assisting with more complex tickets.

Experience

Minimum 1 years’ experience in a team lead, supervisory role, with direct responsibility for supporting, mentoring, and managing IT support staff

Proven background in IT support / service desk environments, supporting end users in a business setting

Experience acting as an escalation point for complex technical or operational issues

Technical Skills

Strong day-to-day administration of Microsoft 365, including:

User management

Licensing

Mailboxes and shared mailboxes

* Windows Server

* Print Server

* Home working Support

* General Networking skills

* Active Directory

* Group Policy

* VPN

* Wi Fi

Exchange Online:

* * Daily operational administration (not infrastructure setup or migration)

* Permissions, and common user issues

Microsoft Intune (desirable):

* * Day-to-day use and device management

* Policy application and troubleshooting (configuration knowledge beneficial but not essential)

Microsoft Entra  (Azure AD):

* * User and group management

* Role assignments

* Authentication and access troubleshooting

Leadership & Management Skills

* Ability to coach, motivate, and develop support analysts

* Experience managing workloads, priorities, and ticket queues

* Performance reviews, and informal feedback

* Comfortable setting expectations

Operational & Process Skills

* Experience improving support processes, documentation, and knowledge bases

* Strong understanding of SLA-driven environments

Communication & Personal Skills

* Excellent communication skills, both technical and non-technical

* Ability to engage confidently with users, management

* Calm, professional approach under pressure

* Strong organisational and time-management skills

Desirable (Nice to Have)

Experience with ticketing system, Halo

Familiarity with ITIL principles or structured IT service management (incident, problem, change)

Veeam Backup

Mimecast

Remuneration

£45,000- £48,000 salary

Company bonus

Company pension