POSITION DETAILS: Position Title: Service Desk Manager Reports to (position): Head of EUX Location: Leatherhead (Hybrid)* Job Type: Permanent Working Pattern: Monday – Friday (09:00 – 17:30) *Hybrid working is available upon successful completion of probation, based on a 3 + 2 pattern (3 days in the office, 2 days work from home). BYTES: Bytes Technology Group is a leading provider of world-class IT solutions, represented by Bytes Software Services and Phoenix Software. Established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland. We work with SMEs, corporates, and public sector organizations to modernize and digitally transform their IT infrastructures. We invest in our employees through ongoing support, training, and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally, as evidenced by our long-standing employees who have developed existing and new skills to move into senior positions, leaving space for new team members to begin their journey. PURPOSE OF JOB: The Service Desk Manager is responsible for owning the end-to-end delivery and performance of the Service Desk function, ensuring a consistent, high-quality experience for all end users. This role goes beyond day-to-day operations, focusing on service performance, continuous improvement, and stakeholder engagement. The Service Desk Manager will be the service owner for end user support, accountable for service quality, user satisfaction, and operational efficiency. The Service Desk Manager will drive continuous service improvement, using data and user feedback to enhance performance and experience, ensuring the best and fastest possible outcome for the user-base. KEY RESPONSIBILITIES: Service Ownership & Performance: Own the end-to-end Service Desk function, including incident, request, escalation, problem, and change management Establish and maintain clear service standards and governance across the Service Desk Run Root Cause Analysis on recurring issues/incidents and problems. Own and report on service performance metrics and KPIs, including SLA, user satisfaction, and operational efficiency Engage with stakeholders across the business to understand demand and manage expectations Ensure clear governance and consistency across service desk processes, including escalations and handoffs Leadership & Team Management: Lead, manage and develop the Service Desk teams, driving a high-performance and customer-focused culture Set clear objectives and provide regular feedback, coaching, and development opportunities Ensure appropriate resourcing, working with Team Leads, and ensure that scheduling, and workload balancing to meet business demand Continuous Improvement: Drive continuous service improvement initiatives, identifying trends and understanding root causes to reduce recurring issues Use data and user feedback to proactively improve service quality and user experience Implement and mature ITIL-aligned processes, including incident, request, change, and problem management Stakeholder Management: Act as the primary point of contact for Service Desk performance, communicating effectively with stakeholders at all levels Engage with business teams to understand demand and manage expectations Work closely with EUX, Infrastructure, Security, Business Systems, Development and Project teams to ensure aligned service delivery and minimal user impact Governance & Operational Alignment: Ensure consistency and control across service processes, including escalations, handoffs, and third-party engagement Support the delivery of projects and changes by ensuring effective resource alignment and operational readiness Maintain a structured approach to documentation, reporting, and service reviews QUALIFICATIONS, EXPERIENCE, & SKILLS: Experience: Proven experience leading a Service Desk or technical support function within an enterprise environment Experience managing and developing multi-person teams in a SLA-driven environment (15+ people) Demonstrated experience delivering service improvements or transformation initiatives Experience working with and influencing stakeholders across IT and the wider business Technical & Operational Knowledge: Strong understanding of ITIL principles and service management frameworks Experience managing service desk tooling and remote support solutions Good working knowledge of end user technologies (Windows, Microsoft 365, endpoint devices, collaboration tools) Understanding of cloud-based services and modern workplace technologies Skills & Attributes: Strong leadership and people management capability Excellent communication and stakeholder engagement skills Data-driven mindset with the ability to interpret and act on service metrics Proactive, accountable, and comfortable operating with a high degree of ownership Focused on delivering a high-quality end user experience Firm understanding of service performance metrics (SLA, SLO, CSAT, MTTR, etc.) Working Hours and Benefits 37.5 hours per week EUX operational coverage: Monday to Friday, 08:00 to 18:00 Weekend work may be required from time-to-time to support with incidents, projects, and business needs.
