IT Service Desk Manager

IT Service Desk Manager Hybrid/Tunbridge Wells | Unlimited Holiday | Deliver exceptional support, stronger teams and better customer outcomes.

Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.

With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.

We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.

Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.

We are committed to the well‑being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.

Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.

The Service Desk is central to the customer experience. When it performs well, customers remain productive, incidents are resolved quickly and technical teams can focus on higher-value work. As IT Service Desk Manager, you will take ownership of the performance and continual improvement of our First and Second Line teams. You will turn service data into better decisions, reduce recurring issues andcreate an environment where engineers can perform, develop and progress.

Your role is to ensure customers receive a consistent, responsive and secure service across Microsoft Modern Work, cloud and hybrid environments, while maintaining the operational controls required by Cyber Essentials Plus and ISO 27001

• Own the day-to-day performance of the Service Desk. Use service data, ticket trends and customer feedback to protect SLAs, improve first-contact resolution and address performance gaps before they affect customers.

• Provide clear ownership during complex tickets, major incidents and service disruption. Bring theright technical teams together, maintain momentum and ensure customers and internal stakeholders receive clear, timely communication.

• Plan resources around ticket demand, service commitments and escalation requirements. Balance workloads, maintain effective on-call coverage and ensure time recording accurately supports customer billing and service delivery.

• Set clear expectations for First and Second Line engineers, provide practical coaching and create structured development pathways. Help engineers build relevant Microsoft, security and service management knowledge while enabling progression into wider technical and consultancy roles.

• Use root cause analysis, automation, knowledge management and shift-left opportunities to reduce avoidable demand. Improve how tickets are triaged, documented, routed and resolved so that the Service Desk becomes more effective as it grows.

• Maintain service processes, access controls and working practices in line with ITIL principles, Cyber Essentials Plus and ISO 27001 obligations. Ensure customers experience a professional, secureand dependable service throughout the lifecycle of an incident

• Ticket volumes are rising, but the available team capacity is not being used effectively.
• Customers are waiting too long for updates, resolution or escalation.
• Too many issues…