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For Companies At a Glance
- Tasks: Lead and optimise the IT Service Desk for exceptional customer service.
- Company: Atech, part of Iomart Group, is a top Microsoft Partner delivering managed services globally.
- Benefits: Enjoy a competitive salary, benefits package, and opportunities for professional growth.
- Why this job: Join a dynamic team focused on service innovation and operational excellence in tech.
- Qualifications: Proven leadership in IT Service Desk, deep knowledge of Microsoft cloud technologies, and strong communication skills.
- Other info: We support 25,000 users globally and offer 24/7 service tailored to individual needs.
The predicted salary is between 43200 - 72000 £ per year.
What you\’ll be doing:
Are you a strategic, customer-focused leader with a passion for operational excellence and service innovation? At Atech, we’re looking for an IT Service Desk Manager to lead and optimise the daily performance of our high-impact IT Service Desk.
This is a senior leadership role ideal for someone who thrives in fast-paced environments, has deep technical expertise, and excels at driving service improvements that make a real difference for customers.
In this role, you\’ll:
- Lead and own the operational day-to-day IT Service Desk including ITIL processes, documentation and inform tooling decisions to ensure that Atech drive efficiency for our customers and Service Desk
- Drive SLA adherence, customer sentiment, and service quality
- Champion technical process ownership and continual service improvement
- Collaborate closely with our Security Operations Centre (SOC)
- Resolve recurring issues at the root and deliver measurable improvements
- Coach and manage team leaders to foster a culture of excellence
- Own key KPIs including CSAT, escalations, and service efficiency
- Support seamless customer onboarding and technical integration
We want to hear from you if you:
- Have proven experience leading high-performing IT Service Desk teams with strong capabilities in team leadership, performance management, and stakeholder engagement.
- Have a deep knowledge of Microsoft cloud technologies – particularly Azure, Modern Workplace, and Microsoft Security – and how they impact service delivery and customer success.
- Have excellent expertise in leveraging Service Desk management platforms to drive operational efficiency and consistency, aligned with ITIL best practices.
- Can demonstrate strong commercial acumen with an understanding of how Service Desk operations support business growth and capacity planning.
- Have a track record of delivering measurable service improvements and operational excellence.
- Possess outstanding communication, organisational, and mentoring skills, with the ability to lead and inspire a ‘best in class’ service team.
What\’s in it for me?
£Competive salary and benefits package
Who you\’ll be doing it for:
Atech part of the Iomart Group is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365.
Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas:
- Azure infrastructure managed service
- Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop
- Managed Security and SOC with Microsoft Defender, Sentinel
What to do next:
Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com
We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.
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IT Service Desk Manager employer: iomart Group
Contact Detail:
iomart Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL processes and best practices, as this role heavily relies on them. Understanding how to implement these frameworks effectively will demonstrate your capability to drive operational excellence.
✨Tip Number 2
Showcase your experience with Microsoft cloud technologies, especially Azure and Modern Workplace. Being able to discuss specific projects or improvements you've made using these tools can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your approach to team leadership and performance management. Highlighting your coaching strategies and how you've fostered a culture of excellence in previous roles will resonate well with the hiring team.
✨Tip Number 4
Be ready to provide examples of measurable service improvements you've implemented in past positions. Quantifying your achievements will help illustrate your impact on service efficiency and customer satisfaction.
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading IT Service Desk teams and your knowledge of Microsoft cloud technologies. Use specific examples that demonstrate your ability to drive service improvements and operational excellence.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and service innovation. Mention how your leadership style aligns with Atech's values and how you can contribute to their mission of delivering excellent service.
Highlight Relevant Skills: Emphasise your expertise in ITIL processes, Service Desk management platforms, and your commercial acumen. Make sure to include any metrics or KPIs you've successfully managed in previous roles to showcase your impact.
Prepare for Potential Questions: Think about how you would address common interview questions related to team leadership, performance management, and stakeholder engagement. Be ready to discuss specific challenges you've faced and how you resolved them.
How to prepare for a job interview at iomart Group
✨Showcase Your Leadership Skills
As an IT Service Desk Manager, you'll need to demonstrate your ability to lead high-performing teams. Prepare examples of how you've successfully managed teams in the past, focusing on performance management and stakeholder engagement.
✨Highlight Technical Expertise
Make sure to discuss your deep knowledge of Microsoft cloud technologies, especially Azure and Modern Workplace. Be ready to explain how these technologies impact service delivery and customer success.
✨Emphasise Service Improvement Achievements
Be prepared to share specific instances where you've delivered measurable service improvements. Use metrics to illustrate your success in driving operational efficiency and adhering to ITIL best practices.
✨Demonstrate Communication and Mentoring Skills
Since this role involves coaching team leaders, it's crucial to showcase your communication and mentoring abilities. Share examples of how you've inspired and developed your team to foster a culture of excellence.
