Service Desk Manager Location: Manchester- Hybrid Salary: £36,000 - £39,000 DOE Hours: 9am-5pm Monday-Thursday 9am -4.30pm Friday Contract: Permanent We are seeking a Service Desk Manager to lead our team of first- and second-line engineers, ensuring high-quality technical support that enhances client satisfaction. You will play a crucial role in managing service performance, driving continuous improvement, and fostering a high-performing team environment. If you have strong technical expertise, leadership skills, and a customer-centric mindset, we want to hear from you Key Responsibilities Manage, mentor, and develop a team of first- and second-line service desk engineers to ensure high performance and efficiency. Oversee and manage the IT service request queue, continuously reviewing SLA and KPI metrics to meet business requirements. Provide both onsite and remote desktop support across multiple office locations. Ensure resource availability and effective team scheduling to maintain service levels. Act as the first point of escalation for service and delivery issues, ensuring prompt resolution. Analyse service desk performance, identify problem areas, and implement improvements to enhance overall service quality. About You Proven experience as a Service Desk Manager or Help Desk Manager, managing teams across multiple sites. Strong technical background, including working knowledge of Active Directory and IT software. Excellent leadership and people management skills, with a track record of developing high-performing teams. Customer-service oriented with a proactive, problem-solving mindset. Ability to use data analytics to drive business decisions and improve service delivery. Effective communicator, capable of working with both technical and non-technical stakeholders. What We Offer You: Life assurance scheme - x2 Basic annual salary Employee Assistance Programme Annual Leave entitlement - 20 -25 days rising a day each year completed years service Pension % - 5% employee and 3% employer contribution High street discount programme