Service Desk Manager
Location:Leicester (Full-time office-based)
Salary:£50,000–£55,000 (depending on experience)
Are you a dynamic leader with a passion for IT service management and team growth? We’re representing an exciting opportunity to join a growing organisation that’s reimagining how Managed Service Providers operate.
This role offers the chance to take ownership of a critical function, build and develop a high-performing team, and make a significant impact in a forward-thinking business.
What You’ll Be Doing:
Team Leadership:
Manage and mentor a team of Service Desk Technicians.
Drive recruitment and onboarding as the team grows.
Foster a collaborative and high-performing team culture.
Training & Development:
Provide tailored training to new and existing team members.
Develop knowledge bases and troubleshooting guides to support team success.
Service Desk Operations:
Oversee incident and service request handling to meet SLA targets.
Act as an escalation point for complex technical issues, leveraging up to 3rd-line expertise.
Continuous Improvement:
Enhance processes, including incident management and ticket workflows.
Monitor and report on KPIs like resolution times and customer satisfaction.
Collaboration:
Build strong connections with teams across locations, including occasional travel to London.
What We’re Looking For:
We’re seeking an experienced Service Desk Manager who brings:
A proven track record in leading technical support teams, ideally in an MSP environment.
Strong knowledge of Windows 10/11, Active Directory, Microsoft Azure, and Office 365.
Experience with PSA systems (e.g., Halo PSA, ConnectWise) and ITSM tools.
A proactive, organised approach with excellent leadership and communication skills.
Resilience, a can-do attitude, and a good sense of humour under pressure.
If you’re ready to take on this exciting challenge and lead a growing service desk team in Leicester, we’d love to hear from you!
Apply now or reach out to Luke Hodges at Connect Group Recruitment to learn more about this opportunity.