At a Glance
- Tasks: Lead a high-performing service desk team and drive service excellence.
- Company: National logistics company focused on growth and innovation.
- Benefits: Competitive salary, bonuses, up to 25 days holiday, and career progression.
- Other info: Join a culture that values collaboration, performance, and personal growth.
- Why this job: Shape support strategy and make a real impact in a dynamic environment.
- Qualifications: Experience managing a service desk and excellent communication skills.
Our client, a national logistics company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you’ll be the heartbeat of IT support operations, overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You’ll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts.
Duties to include:
- Leading, supporting, and motivating the service desk team to deliver excellent client service.
- Being line manager to service desk analysts.
- Providing guidance on escalated issues and managing client concerns effectively.
- Overseeing the allocation, monitoring and closure of support tickets.
- Ensuring SLAs and KPIs are met and reporting performance to senior leadership.
- Analysing service desk data to identify trends and drive improvement.
- Ensuring customer satisfaction.
- Ensuring that required training, development, and certification within the team is delivered.
- Maintaining a positive team culture that balances performance, collaboration, and growth.
- Supporting the wider business in developing and expanding service offerings.
- Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance.
As a successful candidate, key skills and preferred experience:
- Previous experience managing or leading a service desk or IT support team.
- Experience of service ticketing systems - Freshdesk would be beneficial.
- Excellent communication skills, both verbal and written.
- Ability to manage client escalations professionally and calmly.
- Background in implementing service improvements and best practice.
- Experience of monitoring and reporting on SLAs and KPIs.
- Strong organisational skills with attention to detail.
- Able to balance leadership responsibilities with occasional hands-on support.
- Problem-solving mindset with a focus on outcomes.
This is a great opportunity to work for a dynamic and rapidly expanding company that encourages growth and career progression. In return the company offers an excellent remuneration package plus bonuses, up to 25 days holiday.
Hybrid Service Desk Manager in Macclesfield employer: Clarify Consultancy Ltd
Join a dynamic national logistics company that prioritises employee growth and a collaborative work culture. As a Service Desk Manager, you will lead a passionate team while enjoying an excellent remuneration package, generous holiday allowance, and opportunities for professional development. This role not only offers the chance to shape IT support strategy but also fosters a positive environment where your contributions are valued and recognised.
