At a Glance
- Tasks: Lead and improve the Service Desk team while ensuring top-notch IT service delivery.
- Company: Join Millgate, a forward-thinking company focused on client satisfaction and team growth.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Collaborative culture with opportunities for continuous improvement and innovation.
- Why this job: Make a real impact by enhancing client experiences and driving operational excellence.
- Qualifications: Experience in service desk management and strong leadership skills required.
The predicted salary is between 45000 - 55000 £ per year.
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Role Purpose
The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of Millgate's Service Desk function. The role ensures high-quality, consistent delivery of managed IT services, adherence to SLAs, and exceptional client experience. You will lead the Service Desk team, manage escalations, drive operational excellence, and collaborate across departments to ensure that services are efficient, scalable, and aligned with Millgate's strategy. This position is critical in maintaining strong client relationships while ensuring internal accountability, process discipline, and technical excellence.
Key Responsibilities
- Leadership & Team Management
- Lead, develop, and mentor Service Desk Engineers across all levels.
- Conduct regular one-to-ones, performance reviews, and development planning.
- Set and enforce expectations for:
- Ticket quality
- Communication standards
- Professional conduct
- Documentation discipline
- Foster a high-performance, accountable, and collaborative culture.
- Support succession planning and team growth in line with business demand.
- Service Delivery & Operational Management
- Own the end-to-end delivery of Service Desk operations.
- Ensure tickets are prioritised, assigned, and managed effectively in line with SLAs.
- Maintain strict adherence to:
- Ticket management standards
- Escalation procedures
- Communication expectations
- Act as the senior escalation point for high-priority incidents and client issues.
- Ensure proactive communication and clear expectations are set with clients throughout ticket lifecycles.
- Provide advice and technical expertise in the sale of new products and services to our clients.
- Promote current and future proof security and backup practices.
- Drive consistency across all Service Desk processes and workflows.
- SLA, KPI & Performance Management
- Monitor KPIs and SLAs across the Service Desk.
- Track and report on:
- Response and resolution times
- Ticket volumes and backlog
- SLA performance and breaches
- Identify trends, risks, and areas for optimisation.
- Drive corrective actions to improve service performance and efficiency.
- Incident, Problem & Escalation Management
- Take ownership of major incidents and ensure timely resolution.
- Lead post-incident reviews and root cause analysis activities.
- Ensure preventative measures are implemented to reduce recurrence.
- Oversee and refine escalation paths across service tiers and departments.
- Ensure high-quality escalation handling with appropriate context and documentation.
- Client Relationship & Service Experience
- Act as a senior escalation point for key clients and service-related concerns.
- Build and maintain strong relationships with stakeholders.
- Ensure high levels of customer satisfaction through:
- Clear communication
- Reliable delivery
- Professional engagement
- Work closely with Account Management and Services Sales teams on service improvement and client growth opportunities.
- Continuous Improvement & Process Optimisation
- Identify inefficiencies, recurring issues, and process gaps.
- Drive continuous improvement initiatives across Service Desk operations.
- Ensure all processes are:
- Documented
- Standardised
- Audited regularly
- Support automation and tooling improvements within the tech stack of systems used.
- Cross-Department Collaboration
- Work closely with:
- Professional Services / Projects
- Technical / Infrastructure teams
- Sales and Account Management
- Ensure alignment between pre-sales, delivery, and support capabilities.
- Support onboarding of new clients into managed services.
Skills & Experience
Essential
- Proven experience in a Service Desk Manager or similar leadership role within an MSP environment.
- Strong knowledge of:
- Microsoft 365 / Azure environments
- Networking fundamentals
- Service Desk tooling (e.g. PSA, RMM systems)
- Demonstrated experience:
- Leading and developing technical teams
- Managing high-pressure incidents and escalations
- Driving SLA/KPI performance
Desirable
- Experience scaling service desk operations.
- Knowledge of automation, AI or Copilot within service environments.
- Experience contributing to service design and commercial alignment.
Service Desk Manager in Sheffield employer: Millgate
Millgate is an exceptional employer that prioritises the growth and development of its employees, offering a collaborative and high-performance work culture. As a Service Desk Manager, you will lead a dedicated team in a supportive environment that values continuous improvement and operational excellence, all while ensuring a strong client experience. Located in the UK, Millgate provides unique opportunities for professional advancement and the chance to make a meaningful impact within the IT services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Sheffield
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see that you’re not just a fit on paper, but also a great match for the team!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. This will help you get comfortable with common questions and refine your responses, making you more confident when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Desk Manager in Sheffield
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Manager role. Highlight your leadership experience, especially in managing teams and driving performance. We want to see how you've handled high-pressure situations and escalations, so don’t hold back!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for Millgate's Service Desk. Share specific examples of how you've improved service delivery and client satisfaction in previous roles. We love a good story!
Showcase Your Technical Skills:Don’t forget to highlight your technical expertise, especially with Microsoft 365, Azure, and Service Desk tooling. We’re looking for someone who can hit the ground running, so make sure we know about your relevant skills and experiences.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Millgate
✨Know Your Stuff
Make sure you brush up on your knowledge of Microsoft 365, Azure environments, and networking fundamentals. Be ready to discuss how you've used these in past roles, especially in managing high-pressure incidents or escalations.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading and developing technical teams. Think about specific situations where you conducted performance reviews or mentored team members, and be ready to share how you fostered a high-performance culture.
✨Understand SLAs and KPIs
Familiarise yourself with the key performance indicators and service level agreements relevant to service desk operations. Be prepared to discuss how you've monitored and improved these metrics in previous roles, as this will show your commitment to operational excellence.
✨Client Relationship Focus
Think about your approach to building strong client relationships. Prepare to discuss how you've ensured high levels of customer satisfaction through clear communication and reliable service delivery, as this is crucial for the role.
