IT Service Desk Manager in Edinburgh

At N-able, we’re not just helping businesses be secure —we’re redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We’re a global crew of N-ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you’re into meaningful work, fast growth, and a team that’s got your back, you’ll be surrounded by people who believe in what they do—and in you.

You will be responsible for leading and overseeing the Service Desk team, ensuring the delivery of high-quality technical support services to all users. This role involves managing the day-to-day operations of the Service Desk, implementing best practices, developing and mentoring team members, and working closely with other IT departments to ensure a seamless support experience.

What You’ll Do

• Collaborate closely between IT and the business to integrate highly valued IT services and solutions.
• Provide matrix accountability throughout IT.
• Drive continuous service improvement by monitoring the critical service level KPIs.
• Foster data-driven conversations around your organization.
• Drive cross-site initiatives and projects within IT.
• Develop an environment that fosters a high-performance and innovative organization.
• Manage the Service Desk function including staff assignments, shift coverage, performance monitoring, reporting, and providing direction in prioritizing activities.
• Responsible for the ongoing mentoring, training, and performance output of the Service Desk team.
• Meet with business group employees and managers on an ongoing basis to collect feedback to improve services and support and keep customers informed of any changes that impact the employee base.
• Maintain and enhance enterprise Incident Management, Problem Management, Knowledge Management, and Service Request processes.
• Strong executive presence, with the ability to coordinate, communicate, and manage at all levels in the organization.
• Exceptional customer relationship skills with experience managing and developing technical staff and teams.
• Organize and deliver remote site services for corporate events including yearly meetings, significant off-sites.

What You’ll Bring

• 3+ Years of people management or team lead experience.
• Strong organization skills.
• Customer advocate and relentless passion to solve issues quickly.
• Broad knowledge in the following areas: desktop PC, administration, email administration, Microsoft productivity tools, Atlassian Suite, and telecommunications.
• Strong analysis capabilities and skills in structured problem-solving.

Purple Perks

• Medical, dental and vision coverage.
• Generous PTO and observed holidays.
• 2 Paid Volunteer Days per year.
• Employee Stock Purchase Program.
• Fund-raising opportunities as part of our giving program.
• N-able Learning – custom learning experience as part of our investment in you.
• The Way We Work – our hybrid working model based on trust and flexibility.