Birchwell Associates is excited to partner with a prominent organization in their search for an experienced IT Service Desk Manager to join their dynamic Technology Team at their Head Office in Glasgow. As the Service Desk Lead, you will play a critical role as the face of the Technology Team, managing the initial point of contact for all technical incidents and service requests across the business. You will lead the team in delivering a professional, courteous, and efficient service to minimize disruption to business processes and ensure client satisfaction. Key Responsibilities: Serve as the first point of contact for technical incidents and requests, ensuring swift resolution or escalation as needed. Lead the Service Desk team, fostering a high-performance, customer-focused culture. Utilize and demonstrate expertise in Microsoft environments, including Active Directory, Azure AD, and Intune Device Management. Manage and maintain IT systems aligned with ITIL best practices. Collaborate with the wider Technology Team to implement process improvements and resolve recurring issues. Communicate effectively with stakeholders across all levels of the organization. Contribute to IT projects, ensuring timely delivery and alignment with business objectives. Ideal Candidate Profile: To succeed in this role, you will bring: Proven experience in an ITIL-aligned environment. Expert-level knowledge of Microsoft technologies, includingWindows Active Directory,Azure AD, andIntune Device Management. Strong understanding of Microsoft Windows OS and Office Suite. Excellent problem-solving and time management skills. Outstanding business communication skills, with the ability to communicate effectively at all organizational levels. A passion for technology and a drive to explore how IT can enhance business outcomes. Strong project management skills and the ability to adapt to shifting priorities in a fast-paced environment. Whats on Offer: This role offers an excellent package of benefits to support your professional and personal wellbeing, including: Flexible benefits scheme tailored to your needs, with options such as Gym Membership, Season Ticket Loan, and Cycle to Work Scheme. Comprehensive pension scheme to secure your future. Access to a dedicatedEmployee Assistance Programme (EAP)providing guidance on financial wellbeing, health, and more. Optional private medical, dental, and travel insurance for you and your family. Flex Holiday options purchase up to 3 additional days off annually. Mentorship and development programs to support your career growth. Casual dress policy and regular company events. Paid volunteer time and referral schemes.