Service Desk Manager

Service Desk Manager
Solihull (4 days onsite, 1 day WFH)
£45,000

We are looking for an experienced Service Desk Manager to join a growing technology team based in Solihull.

The Role

You'll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands-on leadership role where you'll combine technical knowledge with people management to drive team success.

Key responsibilities include:

Managing day-to-day service desk operations and team performance
Monitoring SLAs, KPIs, and overall service delivery through reporting tools
Acting as an escalation point for technical and client issues
Supporting and mentoring team members to improve performance and capability
Driving a strong, process-led approach to service delivery
Prioritising workloads and ensuring tickets are handled efficiently
Collaborating with internal teams to ensure seamless support

About You

Minimum 5 years' Service Desk Management experience
Strong technical support background is essential
Proven experience leading and supporting service desk teams
Strong understanding of SLA/KPI-driven environments
A team player with a hands-on leadership style
Process-driven with excellent organisational skills
Passionate about helping and developing support staff
Excellent communication and stakeholder management skills

ECS Resource Group are an Equal Opportunity Employer, for more information please click the following link: (url removed) In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link:
Flexible Application Process - (url removed)/work/flexible-application-process