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- Tasks: Lead and develop a dynamic team of service desk analysts in a fast-paced environment.
- Company: Join a leading managed IT services provider with a customer-focused culture.
- Benefits: Enjoy 25 days holiday, private healthcare, and career development support.
- Why this job: Shape a high-performing team and drive service excellence in IT support.
- Qualifications: Experience managing an IT service desk and strong leadership skills required.
- Other info: Gain exposure to diverse technologies and enjoy ongoing training opportunities.
Role: Service Desk Manager
Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.
Location: Hereford | On-site, 5 days per week
Salary: £30,000 – £40,000 + benefits
Benefits: 25 days holiday, private healthcare, career development, and training support
Our client, a leading managed IT services provider, is hiring a Service Desk Manager to lead a dynamic team of service desk analysts. This role is central to maintaining outstanding customer service standards and ensuring efficient day-to-day IT support operations.
What you’ll do
Manage, coach, and develop a team of service desk analysts in a busy support environment
Oversee ticket prioritisation, escalation, and resolution to meet SLAs and client expectations
Drive service improvements and ensure best practice across incident and request management
Collaborate with technical teams to ensure smooth handovers and efficient problem resolution
Monitor performance metrics and customer feedback, implementing action plans for improvement
You’ll work closely with senior leadership to deliver an exceptional service experience and support continuous improvement across the IT service function.
What we’re looking for
Previous experience managing or supervising an IT service desk or technical support team
Strong understanding of ITIL or similar service management frameworks
Excellent leadership, communication, and organisational skills
Customer-focused approach with a commitment to service excellence
Experience in a managed service provider (MSP) environment (advantageous)
The ideal candidate will bring energy, structure, and a hands-on leadership style, thriving in a collaborative, fast-moving IT support environment.
Why join?
Lead and shape a high-performing service desk team
Join a well-established, customer-focused technology business
Gain exposure to diverse client environments and technologies
Enjoy professional growth with ongoing training and certification opportunities
Apply now to lead a talented team and drive service excellence in a growing IT services organisation
Service Desk Manager employer: IMT Resourcing Solutions
Contact Detail:
IMT Resourcing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in managed service providers. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk management. Think about your past experiences and how they align with the role. We want you to shine when discussing your leadership style and customer service approach!
✨Tip Number 3
Showcase your skills through real-life examples. When you're in an interview, share specific instances where you've improved service delivery or led a team to success. This will help us see how you can bring value to our service desk.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Check Your CV: Before you hit that apply button, give your CV a good once-over. Make sure it highlights your experience in managing IT service desks and showcases your leadership skills. We want to see how you can bring energy and structure to our team!
Tailor Your Application: Don’t just send the same old CV and cover letter for every job. Tailor your application to reflect the specific requirements of the Service Desk Manager role. Mention your understanding of ITIL and any experience in a managed service provider environment – we love that!
Showcase Your Leadership Style: We’re looking for someone with a hands-on leadership style, so make sure to highlight your coaching and development experiences. Share examples of how you've driven service improvements and maintained high customer service standards in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come through our own channels!
How to prepare for a job interview at IMT Resourcing Solutions
✨Know Your Stuff
Before the interview, brush up on your knowledge of ITIL and service management frameworks. Be ready to discuss how you've applied these in previous roles, especially in managing a service desk or technical support team.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and how you've successfully coached and developed teams in the past. Think about specific situations where you improved team performance or customer satisfaction.
✨Understand the Company Culture
Research the company’s values and culture. Be prepared to explain how your approach aligns with their commitment to service excellence and customer focus. This shows you're not just a fit for the role, but for the company as a whole.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, performance metrics, and how they measure success in the service desk. This demonstrates your genuine interest in the role and helps you assess if it's the right fit for you.
