At a Glance
- Tasks: Lead our service desk team to deliver top-notch customer support and improve service performance.
- Company: Join one of the UK's fastest-growing tech companies with a collaborative culture.
- Benefits: Enjoy private health insurance, generous holidays, flexible working, and social events.
- Other info: Be part of a certified B Corp with excellent career growth opportunities.
- Why this job: Make a real impact in a high-growth environment while developing your leadership skills.
- Qualifications: Experience in managed services, strong leadership, and technical troubleshooting skills required.
The predicted salary is between 45000 - 55000 £ per year.
- Description
- About Zenzero
Zenzero is one of the UK's fastest-growing technology companies.
Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners.
The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.
We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle.
The demand is growing, and so are we.
We're also a certified B Corp and Scale Up Award winner.
That combination matters to us: high growth and high standards aren't in conflict here.
Fast growth, high standards, real impact.
If that sounds like your kind of place, keep reading.
About the Role
The Service Desk Manager plays a critical role in leading the effective operation of our service desk team and ensuring we consistently deliver an excellent customer experience.
You will be responsible for meeting agreed KPIs and SLAs, driving positive customer outcomes, and maintaining high standards across customer communications, ticket notes and time entries.
Working closely with other service leaders, you will help create joined-up, collaborative and consistent service delivery across all service teams.
This is an opportunity to combine people leadership, technical understanding and operational discipline to strengthen how the service desk performs and how customers experience our support.
Responsibilities
- Lead and manage the service desk team, providing clear day-to-day leadership, mentoring and guidance while ensuring operational requirements are delivered effectively.
- Own service performance against agreed KPIs and SLAs, producing clear reporting and driving improvements that support positive customer outcomes.
- Plan staffing and resources across operational hours, balancing workload peaks and troughs and supporting wider planning for training, recruitment, infrastructure and budgets.
- Build consistent service standards by maintaining process documentation, carrying out regular ticket and call reviews, and ensuring customer communications, ticket notes and time entries meet required quality standards.
- Partner with service leaders, the Service Assurance team, other internal teams and third parties to coordinate outages, changes and service activity, and to support effective change control and problem management.
- Represent the service desk in internal meetings, acting as a key point of contact and building strong working relationships with senior management and colleagues across the business.
- Develop team capability through training, coaching and wider business awareness, while keeping colleagues informed about upcoming changes and their impact on service delivery.
- Maintain current knowledge of relevant processes, procedures, tools and IT industry developments, using that insight to support effective technical resolution and service improvement.
Requirements
Essential
- Experience working within a Managed Services Provider (MSP) or Managed Security Services Provider (MSSP) environment.
- Proven people or line management experience in a global environment, with strong coaching and leadership capability.
- Technical experience to at least second-line support level, supported by excellent troubleshooting skills.
- Strong knowledge and technical understanding of Microsoft 365 and general business IT systems.
- Experience using an IT service management tool such as Connect Wise, Service Now, Remedy or Autotask.
- Operational understanding of ITIL-aligned service environments, including SLAs, incident management, service request fulfilment and change management.
- Ability to work collaboratively across teams and build effective relationships with senior stakeholders, colleagues and third parties.
Desirable
- Experience supporting resource planning, operational planning or budget management across areas such as training, recruitment and infrastructure.
- Experience creating and maintaining process documentation and using ticket or call reviews to monitor quality and adherence.
Benefits
- Private health insurance
- Generous holiday allowance + a day off on your birthday
- Flexible working patterns
- Enhanced pension contributions
- Regular social events across all our offices
Service Desk Manager in Leeds employer: Zenzero Solutions
Zenzero is an exceptional employer, recognised for its rapid growth and commitment to high standards, making it a fantastic place for a Service Delivery Manager to thrive. With a strong focus on employee development, a collaborative work culture, and the opportunity to work with cutting-edge technology solutions, Zenzero offers a rewarding environment where your contributions truly make a difference. Located in the heart of the UK tech scene, employees benefit from a vibrant community and access to numerous professional growth opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Leeds
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Zenzero Solutions values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Zenzero Solutions might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Zenzero Solutions!
✨Direct Apply to Zenzero Solutions
Let's not forget to apply directly through the Zenzero Solutions website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Manager in Leeds
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Zenzero Solutions.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Zenzero Solutions. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Zenzero Solutions
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
