Service Desk Manager

Service Desk Manager - Manchester My Client is looking for an experienced Service Desk Manager to lead their 24/7 support team. In this role, you will ensure excellent service delivery, manage escalations, and support continuous improvement, helping to maintain a high standard of customer experience. Key responsibilities: Lead and develop a high-performing Service Desk team Manage incidents, service requests, and major issues Monitor and drive performance against SLAs and KPIs Optimise use of service management tools such as ServiceNow Encourage collaboration and service improvement across teams About you: 3–5 years of experience in IT support or service desk roles, with 1–2 years in a leadership role Proficient in service management tools (e.g. ServiceNow); ITIL knowledge is a plus Strong communication and leadership skills Committed to delivering exceptional customer service Competitive salary and bonus, plus a comprehensive benefits package including 33 days holiday, private medical cover, enhanced leave, and more. If you're a driven and organised professional who thrives in a fast-paced, collaborative environment, we’d love to hear from you. Service Desk Manager - Manchester