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- Tasks: Lead and develop the IT Service Desk, ensuring top-notch customer-focused support.
- Company: Join BES Group, a forward-thinking company in Manchester with a focus on innovation.
- Benefits: Competitive salary, flexible working, generous leave, and health support.
- Why this job: Make a real impact by improving IT services and leading a dynamic team.
- Qualifications: Experience in managing IT Service Desks and strong customer service skills.
- Other info: Embrace diversity and enjoy excellent career growth opportunities.
The predicted salary is between 50000 - 55000 £ per year.
What will you be doing? As a Technical IT Service Desk Manager for BES Group, you will lead and develop our IT Service Desk function, ensuring the delivery of high‑quality, customer‑focused IT support across the business. You will combine people leadership with hands‑on technical oversight, acting as the escalation point for complex issues while driving continual service improvement.
- Lead, coach and develop a Service Desk team, setting clear objectives and performance expectations.
- Ensure excellent customer service with a strong focus on first‑time fix and user satisfaction.
- Own and manage service desk processes including incident, request, problem, escalation and asset management.
- Monitor performance against SLAs and KPIs, identifying trends and driving improvements.
- Act as the escalation point for complex or high‑impact IT incidents.
- Provide technical leadership across the Microsoft 365 environment.
- Oversee Intune device management and IT asset management.
- Drive continual improvement of processes, documentation and knowledge management.
- Work closely with stakeholders to align IT support with wider IT strategy.
As part of our team, you will get:
- A starting salary between £50,000 - £55,000, negotiable depending on experience.
- A flexible working approach, the role will be based in our Manchester city centre office, with some home based working available (you must have suitable Wi‑Fi, and provide your own office set‑up for time spent working from home).
- Up to 10% pension contribution.
- 2 x life cover.
- Enhanced maternity / adoption leave.
- Annual salary review.
- 25 days annual leave plus 8 bank holidays.
- An additional day’s holiday for your birthday every year.
- An extra day’s holiday to take on Christmas Eve each year.
- Access to our buy and sell holiday scheme.
- Opportunity for flexible working.
- Electric Vehicle salary sacrifice scheme.
- Discounts and savings via our employee benefits portal.
- Health and wellbeing support via our Employee Assistance Programme.
- Company wide volunteering scheme.
To join our team, you will need:
- Proven experience leading or managing an IT Service Desk or End User Computing team.
- A strong customer service mindset with experience in service delivery management.
- Hands‑on experience with Microsoft 365 and Microsoft Intune.
- Knowledge of IT asset management.
- Excellent communication and people management skills.
- ITIL Foundation (or similar) qualification (desirable).
We want you to be you. Our focus on diversity, equality and inclusion is here to stay.
Technical IT Service Desk Manager in Manchester employer: BES Group
Contact Detail:
BES Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical IT Service Desk Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at BES Group or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think of examples where you’ve led a team or resolved complex issues, as these will show you’re the right fit for the Technical IT Service Desk Manager role.
✨Tip Number 3
Don’t forget to showcase your leadership style! During interviews, share how you’ve coached teams and improved service delivery. This will highlight your ability to drive continual improvement, which is key for this position.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at BES Group. Let’s get you that job!
We think you need these skills to ace Technical IT Service Desk Manager in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical IT Service Desk Manager role. Highlight your experience in leading IT Service Desk teams and any hands-on technical skills you have, especially with Microsoft 365 and Intune.
Showcase Your Customer Service Skills: Since this role focuses on delivering high-quality customer support, emphasise your customer service mindset. Share specific examples of how you've improved user satisfaction or resolved complex issues in the past.
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible to make your achievements stand out, and ensure your language matches the job description to show you're a great fit.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to showcase your skills directly to us!
How to prepare for a job interview at BES Group
✨Know Your Tech Inside Out
As a Technical IT Service Desk Manager, you'll need to showcase your hands-on experience with Microsoft 365 and Intune. Brush up on the latest features and common issues users face. Be ready to discuss how you've resolved complex technical problems in the past.
✨Demonstrate Leadership Skills
This role requires strong people management skills. Prepare examples of how you've led a team, set objectives, and driven performance improvements. Think about specific situations where you coached team members to success or handled difficult conversations.
✨Customer Service is Key
With a focus on first-time fix and user satisfaction, be prepared to discuss your approach to customer service. Share stories that highlight your ability to manage expectations and deliver high-quality support, especially under pressure.
✨Align with Company Values
BES Group values diversity, equality, and inclusion. Research their culture and think about how your personal values align with theirs. Be ready to discuss how you can contribute to a positive team environment and support these initiatives.