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 ConnectGroup Recruitment to learn more about this opportunity