Service Desk Lead / Hybrid Working Manchester Salary : £45,000 We're on the lookout for a proactive, detail-driven Service Desk Lead to take full ownership of our customer-facing Service Desk function. If you thrive in fast-paced environments, love solving problems, and are passionate about delivering exceptional support, this could be your next big move. Responsibilities Taking end-to-end ownership of our Service Desk operations, ensuring fast, reliable, and high-quality support for users. Managing and optimising ticket workflows to meet strict SLA targets. Identifying and resolving bottlenecks to keep things running smoothly. Jumping in on complex or urgent issues when needed - you're not afraid to get hands-on. Continuously improving support processes to reduce resolution times and enhance user satisfaction. Maintaining and evolving our Knowledge Base and internal documentation to encourage self-service and cut down on incoming tickets. Monitoring service desk metrics, analysing trends, and turning insights into action. Collaborating with technical and customer-facing teams to drive continuous improvement. This isn't a traditional team management role. It's a functional leadership position, focused on operational excellence and driving service improvement. Experience working in a customer-facing service desk role in a software or SaaS business. Familiarity with Zendesk or similar ITSM tools. Exposure to service improvement projects or initiatives (e.g. launching a self-service portal or improving ticket triage workflows). Participation in or support for audit/compliance processes. Experience with performance reporting using tools like Power BI, Excel, or built-in dashboards If this role sounds like your next career move please click "APPLY" OR email