Job Title: Service Desk Manager Location: Reading Salary: Up to £40,000 per annum Are you a hands-on IT professional with a passion for leading teams and delivering top-tier support? We’re looking for a dynamic Service Desk Manager to join a team in Reading and play a key role in driving both operational excellence and technical delivery. The Role This is a 50/50 split between technical support and managerial duties . You’ll be responsible for overseeing the day-to-day operations of the service desk while also rolling up your sleeves to solve complex technical issues. Key Responsibilities Manage, mentor, and develop a team of service desk analysts and technicians Take ownership of recruitment, onboarding, and training for new team members Act as the escalation point for complex technical issues and incidents Monitor KPIs and service levels, ensuring consistent delivery of high-quality support Drive continuous improvement of processes and customer satisfaction Coordinate with other IT departments and stakeholders on project delivery and incident resolution Maintain technical documentation and ensure knowledge is shared across the team About You Proven experience in a similar service desk leadership role Strong background in hands-on IT support (Windows, networking, O365, etc.) Excellent people management, coaching, and team development skills Able to balance strategic leadership with day-to-day technical challenges Confident in handling escalations and communicating with stakeholders at all levels What You’ll Get Competitive salary up to £40,000 Career progression opportunities in a growing IT team Hybrid working environment Ongoing training and development Supportive and collaborative team culture