At a Glance
- Tasks: Lead the Service Desk Team to deliver top-notch IT and Cyber Security services.
- Company: Join Air IT, a leading MSP with a strong track record and exciting future.
- Benefits: Enjoy hybrid working, 25 days leave, and ongoing learning opportunities.
- Other info: We value diversity and inclusivity; everyone is welcome here!
- Why this job: Make a real impact while fostering a culture of innovation and support.
- Qualifications: Experience in service desk management and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Location: Leeds/ Edinburgh
Reporting to: Head of Service Delivery
About the role
At Air IT, service excellence is at the heart of everything we do. As our Service Desk Manager, you’ll play a pivotal role in leading, motivating and developing a high‑performing Service Desk team that delivers a consistently excellent, customer‑focused experience.
You’ll be accountable for service quality, team capability and operational efficiency, balancing client satisfaction with business objectives, profitability and continuous improvement. This is a key leadership role where you’ll help shape how our Service Desk evolves to meet the needs of our clients today – and in the future.
What you’ll be doing
- Leading and inspiring the Service Desk team to deliver a high‑performing, customer‑focused support service
- Ensuring the team is appropriately skilled, supported and resourced to meet current and future demand
- Maximising the performance of team leaders and technical engineers through clear objectives, regular 1‑to‑1s and ongoing development
- Owning and delivering against service performance measures, using insight and data to drive improvement
- Building strong, trusted relationships with clients and maintaining clear, effective communication channels
- Producing regular reporting to track performance against agreed targets
- Setting, tracking and reviewing team leader objectives to drive service excellence
- Owning, maintaining and embedding Service Desk processes and procedures
- Working closely with Project teams to ensure new services, customers and acquisitions are smoothly integrated with a positive customer experience
- Acting as an out‑of‑hours management escalation point when required
- Ensuring information security standards are met by complying with the ISMS and all relevant policies
What we’re looking for
Essential experience and skills:
- Proven experience leading and managing a Service Desk function
- Experience managing major incidents in a fast‑paced environment
- Strong communication skills, with the ability to engage both technical and non‑technical audiences
- Experience working within an MSP or similar environment
- Ability to remain calm and effective under pressure
- Flexibility with working hours when business needs require it
- ITIL certification
- A previous technical background
- A current and valid driving licence
- Experience using ConnectWise
Why join Air IT?
At Air IT, our people make the difference. We’re passionate about developing our teams, delivering brilliant service to our clients and creating an environment where everyone can do their best work. You’ll be joining a supportive, collaborative business that values growth, innovation and doing the right thing.
The Benefits
Joining Air IT means unlocking a world of perks and opportunities, including:
- Virtual GP (24/7 access for you & family)
- Employee Assistance Programme (EAP)
- Group Life Assurance & Income Protection
Time Off & Life Balance
- Celebration Day
- Annual Leave Purchase Scheme
- Enhanced Family Leave
- Cycle to Work & Technology Vouchers
- Discounts via Perks at Work
- Pension Scheme
Optional Benefits (Opt‑In)
- Hybrid working options
- Social events, competitions & incentives
- Discount & Cashback Scheme
- Life Insurance, EAP & Virtual GP
Additional Highlights
- Hybrid working options
- Social events, competitions & incentives
- Discount & Cashback Scheme
- Life Insurance, EAP & Virtual GP
We are committed to fostering an inclusive, equitable, and diverse workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, communities, and experiences. If you require any adjustments during the recruitment process, please let us know.
Service Desk Manager employer: Air IT Limited
Air IT is an exceptional employer that prioritises employee growth and work-life balance, offering hybrid working options, 25 days of annual leave plus bank holidays, and ongoing learning opportunities. With a strong commitment to inclusivity and community engagement, employees can thrive in a supportive environment while making a meaningful impact in the IT and Cyber Security sector across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with the latest trends in IT service management and cyber security. This knowledge will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Network with current or former employees of Air IT on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your leadership skills and ability to manage a service desk effectively. Be ready to discuss how you've driven performance improvements in previous roles.
✨Tip Number 4
Research Air IT's recent projects and achievements. Being knowledgeable about their work will show your genuine interest in the company and help you articulate how you can contribute to their mission.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in managing service desks and leading teams. Use specific examples that demonstrate your leadership skills and technical background, particularly in an MSP environment.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for IT and Cyber Security services. Mention how your previous experiences align with the responsibilities of the Service Desk Manager role and how you can contribute to Air IT's mission.
Highlight Relevant Skills:In your application, emphasise your exceptional communication skills and any major incident management experience. If you have worked with ConnectWise or have a flexible approach to working hours, make sure to include this information.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a managerial role.
How to prepare for a job interview at Air IT Limited
✨Showcase Your Leadership Skills
As a Service Desk Manager, your ability to lead and inspire a team is crucial. Be prepared to discuss your previous leadership experiences, how you've motivated teams, and any specific strategies you've implemented to improve service delivery.
✨Demonstrate Technical Knowledge
Given the technical background required for this role, brush up on your knowledge of IT and Cyber Security services. Be ready to discuss your experience in an MSP environment and any relevant tools like ConnectWise that you have used.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and incident management experience. Think of examples from your past where you successfully managed major incidents or improved service performance, and be ready to share these stories.
✨Emphasise Communication Skills
Exceptional communication is key for this role. Prepare to demonstrate how you've effectively communicated with clients and team members in the past. Consider discussing how you handle service review meetings and maintain strong client relationships.
