IT Service Desk Manager

Job Title: Service Desk Manager

Location: Manchester

Salary: Competitive

Job Type: Permanent, Full Time

At Netteam tX, we recognise and develop talent, fostering career growth through both lateral and vertical opportunities.

About the role:

As Service Desk Manager, you will lead a high-performing team with oversight of 3rd Line Engineers, Team Leader (1st/2nd Line) and Vendor Support. You will ensure service excellence using ITIL processes, drive innovation, manage major incidents, optimise service platforms and oversee NOC governance. Responsibilities include but not limited to, designing and improving service desk and NOC processes, ensuring SLA compliance, coordinating with vendors like Oracle, and analysing KPIs to enable data-driven decisions and organisational success.

Key Responsibilities:

• Champion ITIL best practices for service desk and NOC operations to ensure efficient, standardised processes and outstanding customer experiences
• Manage Level 3 engineers, providing coaching and performance oversight to deliver advanced technical solutions
• Manage Team Leader, providing oversight of 1st/2nd Line Teams
• Oversee and enhance customer experience by proactively addressing client needs
• Design and optimise workflows using industry standards and stakeholder input for operational excellence
• Ensure SLA compliance, lead governance, and implement corrective actions as needed
• Coordinate NOC processes including escalation, event monitoring, and incident response to maintain service stability
• Support Vendor Partnership Manager (e.g., Oracle)
• Drive continuous improvement using data, feedback, and industry trends to streamline service delivery
• Lead major incident response and escalation, ensuring rapid resolution and clear communication across teams
• Conduct problem management and root cause analysis, implementing lasting solutions and reducing incidents
• Analyse ticket data to uncover opportunities for automation and process improvements
• Deliver comprehensive reports on KPIs, SLAs, incident trends, and improvement results to guide decisions
• Optimise service desk tools (e.g., Autotask, IT Glue) for efficiency and business support
• Enforce compliance with company policies, regulations, and security standards
• Run regular service review meetings with stakeholders to present metrics and strategic recommendations
• Collaborate with cross-functional teams to ensure smooth integration of new services, customers, or acquisitions
• Serve as the escalation point for after-hours incidents to maintain continuity and satisfaction

About you:

Experience and Qualifications:

• Extensive experience in IT service management with a strong track record of delivering high-quality services, leading technical teams, and driving process improvements across NOC operations and customer success initiatives.
• Demonstrated expertise in leading, coaching, and developing Level 3 engineers within collaborative, high-performance environments.
• Robust technical background and hands-on proficiency with service desk platforms such as Autotask, IT Glue, and relevant monitoring tools.
• Comprehensive experience in major incident management, escalation procedures, service improvement initiatives, process design, and root cause analysis.
• Proven ability to manage SLA governance, conduct KPI analysis, and oversee compliance management, with a focus on implementing corrective actions to uphold high standards.
• Solid experience in vendor and partner management, including collaboration with major partners such as Oracle to ensure optimal service delivery.
• Advanced analytical and reporting capabilities, leveraging data-driven decision making and presenting performance insights to senior stakeholders.
• Exceptional communication skills, adept at translating complex technical requirements and service enhancements for diverse audiences.
• In-depth networking experience, including configuration, maintenance, and troubleshooting of network infrastructure to support business continuity and security.
• Proficient in the Microsoft 365 suite, with hands-on experience in administration, deployment, and user support for productivity and collaboration tools.
• ITIL certification required; advanced ITIL qualifications and a degree in IT or related discipline are preferred.

Personal Attributes:

• Professional, friendly, and approachable, with a strong commitment to team success and collaboration.
• Adaptable and resilient under pressure, able to prioritise and execute tasks efficiently in a fast-paced, evolving environment.
• Excellent written and verbal communicator, able to convey technical issues and process improvements clearly to both technical and non-technical stakeholders.
• Innovative, eager to learn and apply new technologies, and committed to fostering a culture of continuous improvement and operational excellence.
• Disciplined and focused, with strong problem-solving abilities and a commitment to maintaining the highest standards of compliance, security, and customer service.

Note:

This description is not intended to establish a total…