Are you an experienced Service Desk Manager ready to lead from the front in a dynamic, forward-thinking environment?
Join one of the UK's leading organisations and take ownership of a high-performing service desk team, driving service excellence and continuous improvement.
About the Role:
This is an opportunity for an established Service Desk Manager with a strong technical foundation and hands-on experience in a service desk environment. Whether you're rolling up your sleeves to support your team or stepping back to lead strategically, you'll be comfortable switching between hands-on and hands-off leadership as needed.
You'll manage a team of Service Desk Analysts and Senior Analysts, ensuring high-quality support and service delivery across the organisation. This is a key role where your technical insight, leadership skills, and customer-first mindset will make a real impact.
Key Responsibilities:
- Lead, mentor, and develop a team of Service Desk Analysts and Senior Analysts
- Oversee day-to-day operations of the service desk, ensuring SLAs and KPIs are met
- Act as a technical escalation point and provide guidance on complex issues
- Drive service improvements and champion ITIL-aligned processes
- Collaborate with wider IT teams to ensure seamless support and issue resolution
- Foster a culture of accountability, learning, and continuous improvement
What You'll Bring:
- Proven experience as a Service Desk Manager or in a senior service desk role
- Strong technical background with the ability to be hands-on when required
- Excellent communication and stakeholder management skills
- Solid understanding of Microsoft Active Directory
- ITIL Foundation certification (or equivalent experience)
- A proactive, solution-focused approach with a passion for delivering outstanding service
Why Join?
- Be part of a respected UK-leading organisation with a strong reputation for innovation and excellence
- Enjoy a flexible hybrid working model based in Newcastle
- Access to ongoing professional development and career progression
This role is based in Newcastle with hybrid working, offering a competitive salary of up to £52,000.
Ready to lead, inspire, and make a real impact?
Apply today and take your career to the next level.
