Service Desk Manager

This range is provided by Digital Waffle. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Digital Waffle is proud to be recruiting for a Service Desk Manager on behalf of an innovative and forward-thinking professional services firm that is revolutionizing the industry through technology and data-driven solutions. This is a fantastic opportunity for an experienced IT professional to lead a dedicated service desk team, ensuring seamless IT support and first-class service for the business.

What You’ll Be Doing:

• Leading and managing the Service Desk team, ensuring high-quality support and performance.
• Acting as the primary IT contact, overseeing incident resolution and aiming for a high first-time fix rate.
• Monitoring service desk performance, reporting, and driving continuous improvement.
• Identifying and implementing service enhancement initiatives.
• Managing IT assets, ensuring accurate tracking and compliance.
• Overseeing key technologies, including:
• Microsoft 365 Suite (Teams, SharePoint, Exchange Online)
• Legal practice management systems (Practice Evolve, BigHand) (Preferred but not essential)
• Ensuring knowledge sharing through documented processes and best practices.
• Supporting IT teams in the delivery of key projects.

What We’re Looking For:

• ITIL 4 Foundation certification (others beneficial).
• Proven experience in leading a service desk or technical support team.
• Strong problem-solving skills and a proactive approach to service improvements.
• Experience with Microsoft 365, Azure, Active Directory, and remote support tools.
• Knowledge of Windows 11 Professional & Enterprise, video conferencing tools (Teams, Zoom), and IT asset management.
• Excellent communication and interpersonal skills, with the ability to mentor and develop a team.

What’s In It For You?

• Competitive Salary based on experience.
• Career Growth & Development – A leadership role in a forward-thinking, tech-driven business.
• Collaborative & Supportive Team – Be part of an ambitious and growing company.
• Exciting IT Projects – Play a key role in improving and modernizing IT support services.

If you are an experienced Service Desk Manager looking to take your career to the next level in a dynamic and technology-focused environment, apply today via Digital Waffle!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Information Services and Technology, Information and Media

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