Service Desk Manager
2 days ago
Halifax
Job Title: Service Desk Manager Location: Halifax (Hybrid - 4 days office 1 day from home) Salary: £55,000 to £65,000 (depending on experience) with a great benefits package Fruition Group have a great opportunity for an experienced Service Desk Manager to join one of the UK's quickest growing companies with a strong focus on leadership, service improvement and customer care. As a Service Desk Manager, you'll be responsible for dealing with stakeholders, being the point of escalation, and growing the reputation around support. Service Desk Manager Responsibilities • Lead, coach, and develop a multisite team of 1st to 3rd line IT Support Analysts., • Oversee daily operations of the IT Service Desk, ensuring SLAs are met across incident, request, and problem management., • Act as the primary escalation point for major incidents, coordinating resolution and stakeholder communication., • Own and improve ITSM processes including incident, problem, request, change, and major incident management., • Monitor service desk KPIs., • Ensure smooth collaboration across infrastructure, development, and platform teams., • Maintain excellent service quality and communication with internal and external users., • Promote a culture of continuous improvement and customer service excellence., • Proven experience managing an IT Service Desk or Technical Support function., • Strong working knowledge of ITSM frameworks., • Hands on expertise in incident, request, problem, and major incident management., • Skilled in leading and developing high performing support teams (1st to 3rd line)., • Experience with major incident response and crisis communication., • Customer focused with strong interpersonal and stakeholder management abilities., • Familiarity with ITSM tools., • Broad understanding of infrastructure, networking, and end user technologies. 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.