Job Title: Service Desk Manager Location: Hybrid - Leeds, UK Salary: £65,000 - £75,000 per annum (depending on experience) Why Apply? Are you a seasoned IT support professional with a passion for leadership, service excellence, and technical innovation? This is an exciting opportunity to take the next step in your career as a Service Desk Manager. With a presence across multiple international markets and a focus on cutting-edge technology, this is a full-time leadership role offering challenge, growth, and the opportunity to make a real impact. Service Desk Lead Engineer Responsibilities Lead and mentor a global 2nd Line Service Desk team, driving service excellence and adherence to SLAs Act as a senior escalation point for complex technical issues and coordinate with 1st and 3rd Line support Own and evolve ITIL-based service processes including incident, problem, and change management Continuously improve response workflows, drive automation, and enhance service desk performance Maintain and expand the internal knowledge base and SOP documentation Analyse service metrics and customer feedback to improve user experience and team efficiency Deliver coaching, training, and career development for 2nd Line engineers Collaborate with infrastructure, platform, and business units to ensure service alignment and process transparency Service Desk Lead Engineer Requirements Minimum 5 years' experience in IT support or service desk roles, with 2 years in a leadership position In-depth knowledge of ITIL practices (ITIL v4 certification preferred) Strong experience in incident, problem, and change management Technical proficiency across Windows Server, macOS, and Linux environments Knowledge of networking fundamentals - TCP/IP, DNS, DHCP, VPN, and firewalls Familiarity with enterprise ITSM platforms such as ServiceNow, Jira, or similar Scripting knowledge (PowerShell or similar) and automation experience highly desirable Excellent stakeholder communication and problem-solving skills A collaborative mindset and ability to manage cross-functional relationships Experience working in global or multi-site organisations a plus What's in it for me? Competitive salary and performance-based bonus Flexible hybrid working options Private healthcare Generous holiday allowance Professional development and training support An international team environment with a strong culture of inclusion, trust, and continuous improvement We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.