Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic service desk team, ensuring top-notch IT support and client satisfaction.
- Company: Join PKF Infuse Technology, a Midlands-based IT managed service provider with 17 years of expertise.
- Benefits: Enjoy flexible working, 25 days annual leave, life assurance, and discounts on various retailers.
- Why this job: Make a real impact in a supportive culture focused on innovation and client success.
- Qualifications: 5+ years in IT support or service desk management, with strong leadership and ITSM platform skills.
- Other info: We encourage all backgrounds to apply; no visa sponsorship available.
The predicted salary is between 36000 - 60000 £ per year.
Location: Derby
Contract: Full time (37.5)
Salary: Dependant on experience
Are you passionate about delivering top-tier IT support, managing a skilled team, and ensuring seamless operations for clients? Then this Service Desk Manager role could be your perfect match!
As a Service Desk Manager, you will oversee the daily operations of a busy service desk, managing and mentoring a team of first- and second-line support agents to deliver excellent technical solutions. You will also play a key role in refining processes, implementing best practices, and ensuring SLA targets are consistently met.
You will collaborate with clients to understand their support needs, identify opportunities for process improvements, and work with other departments to enhance service offerings. Staying up to date on emerging IT trends, you will help ensure our team is ready to tackle new challenges and deliver innovative solutions.
If you have a minimum of 5 years of experience in IT support or service desk management, a proven track record of team leadership, and expertise in ITSM platforms like ConnectWise, plus a solid understanding of Microsoft 365 administration and modern IT support practices, this could be the perfect fit for you.
Key Responsibilities:
- Team Management: Lead and manage the service desk team, comprising first-line and second-line support agents. Recruit, onboard, and train team members, ensuring their skills align with the needs of the business. Conduct regular performance reviews and provide coaching to support professional growth and career development.
- Operational Oversight: Oversee the day-to-day operations of the service desk, ensuring tickets are resolved promptly and effectively. Monitor and analyze key performance indicators (KPIs) such as ticket resolution times, first-call resolution rates, and customer satisfaction scores. Allocate resources efficiently to meet Service Level Agreement (SLA) commitments and adapt to changing demands.
- Client Relationship Management: Act as the primary escalation point for client concerns, ensuring swift and satisfactory resolution. Build and maintain strong client relationships by delivering consistent, high-quality service.
- Process and Performance Improvement: Continuously review and optimize service desk processes to enhance efficiency and client satisfaction. Implement ITIL-aligned practices for incident, problem, and change management to maintain robust operational standards.
- Leadership and Strategy: Foster a culture of accountability, collaboration, and continuous improvement within the service desk team. Work closely with other departments to ensure service desk operations align with broader organizational objectives.
Why PKF Infuse Technology?
We are a Midlands-based IT managed service provider delivering specialist IT support, from business continuity and crisis planning to managing IT infrastructure and paperless offices. We also provide clients with the highest level of cybersecurity support, implementing practical solutions to protect against cyber-attacks.
Our team’s 17 years of expertise means we’re well versed in worrying about the technical details, allowing you to focus on your business and do what you do best. We consider ourselves a true partner to our customers – always on hand to offer advice, implement technological and system changes, and get you back online whenever you need us.
Our values:
- We know our clients;
- We are friendly, honest, helpful and courteous;
- We assist wherever possible at all times;
- We will always provide you with the best advice for now and for the future;
- You will always be entirely satisfied with all aspects of our communication.
Our benefits:
- A working environment that empowers you to perform at your best, through our flexible working policy and dress for your diary scheme.
- Time to do what matters to you – 25 days annual leave plus statutory bank holidays, the option to reduce annual hours for additional annual leave, and your birthday off, on us.
- Rewards for those who actively embrace and embody our values and culture through our Kudos Reward Scheme.
- Bonus referral schemes for introducing new talent or clients so that when we benefit, you do too.
- Life doesn’t stop at the end of the working day and neither do our benefits. We also offer life assurance, discounts on a huge variety of retailers through our partnership with the PKF Smith Cooper Rewards Scheme, and cashback on healthcare (including dental visits, physiotherapy etc) through Healthshield.
How to apply?
Apply now if you believe you have what we are looking for! Even if you do not tick 100% of the boxes, we would encourage you to apply. To do so, please upload a copy of your CV and a covering letter to our job portal.
Should you have any questions, please contact a member of the HR team - email recruitment@pkfsmithcooper.com or call 01332 332021.
Please note that whilst we welcome and encourage individuals of all backgrounds to apply for our vacancies, we are unfortunately unable to accept applications from candidates requiring a visa to work in the UK.
Please no agencies unless we have contacted you directly.
Service Desk Manager employer: Infusetech
Contact Detail:
Infusetech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL practices and how they apply to service desk management. Being able to discuss specific ITIL processes during your interview will demonstrate your expertise and alignment with the company's operational standards.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlighting your experience in mentoring and developing team members can set you apart from other candidates.
✨Tip Number 3
Research the latest trends in IT support and service management, particularly around Microsoft 365 and ITSM platforms like ConnectWise. Being knowledgeable about current technologies will help you engage in meaningful conversations during the interview.
✨Tip Number 4
Prepare to discuss how you would enhance client relationships and improve service delivery. Think of specific strategies or initiatives you've implemented in previous roles that led to increased customer satisfaction.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and service desk management. Emphasise your leadership skills, familiarity with ITSM platforms like ConnectWise, and knowledge of Microsoft 365 administration.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional IT support. Mention specific examples of how you've led teams, improved processes, or enhanced client relationships in previous roles.
Highlight Key Achievements: Include quantifiable achievements in your application, such as improvements in ticket resolution times or customer satisfaction scores. This will demonstrate your impact in previous positions.
Showcase Continuous Learning: Mention any relevant certifications or training you've completed, especially those related to ITIL practices or emerging IT trends. This shows your commitment to professional development and staying current in the field.
How to prepare for a job interview at Infusetech
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences, how you've managed teams, and the strategies you've used to motivate and develop your staff.
✨Demonstrate Your Technical Knowledge
Make sure you brush up on ITSM platforms like ConnectWise and Microsoft 365 administration. Be ready to answer technical questions and provide examples of how you've applied your knowledge in real-world scenarios.
✨Prepare for Client Relationship Questions
Since client relationship management is key in this role, think of examples where you've successfully resolved client issues or improved client satisfaction. Highlight your communication skills and ability to build strong relationships.
✨Discuss Process Improvement Initiatives
Be ready to talk about any process improvements you've implemented in past roles. Discuss how you identified inefficiencies and the impact your changes had on service delivery and client satisfaction.
