Trusted Technology Partnership
Information Technology Service Desk Manager
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Information Technology Service Desk Manager
Trusted Technology Partnership – Service Manager
Our 100% employee-owned technology company, based in Ringwood, Hampshire, powers reliable and innovative IT solutions for organisations across the South Coast and beyond. Since 1996, we’ve helped clients overcome complex technology challenges with trust, consistency, and measurable results.
As an employee-owned business, your success is directly tied to ours—every role contributes to high-quality service delivery. Our long-term partnerships are built on seamlessly aligned IT solutions that drive operational efficiency and future growth. If you thrive in a results-driven environment where dexterity and accountability lead to better outcomes, we’d love to hear from you.
About the Role
As a Service Manager, you’ll be integral to our established service management team, ensuring business-as-usual (BAU) support services run efficiently. Your responsibilities include:
- Overseeing incident, request, and problem lifecycles, including service level management.
- Analysing operational data and metrics to drive the problem management process, identifying trends, anomalies, and improvement opportunities.
- Providing line-management for a team of Support Desk Engineers, fostering growth and operational excellence.
- Managing customer escalations and acting as the primary point of contact during critical situations.
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Duties and Responsibilities
- Maintain full ownership of incident, request, and problem lifecycles, using ITIL v3/v4 best practices.
- Interpret operational data to uncover meaningful trends, diagnose problems, and propose service improvements.
- Manage line-management responsibilities, supporting and developing a team of Support Desk Engineers while aligning daily operations with organisational objectives.
- Execute major incident responses, ensuring ticket management adheres to existing processes and lifecycles.
- Handle customer escalations with clarity and diplomatic skills, resolving issues to the highest standard.
- Take ownership of Priority 1 and Priority 2 tickets, applying defined processes to ensure resolution.
- Monitor and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to guarantee consistent, high-quality service delivery.
Key Requirements
Experience & Knowledge
- Proven experience with ITIL v3/v4 best practices in service management and IT operations.
- Strong background in SLA and KPI management, ensuring reliable, high-quality service delivery.
- Experience in IT problem management, root cause analysis, and process improvement initiatives.
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Skills & Competencies
- Exceptional communication skills, with the ability to engage effectively with stakeholders at all levels.
- Ability to prioritise workloads while maintaining service quality amid multiple competing demands.
- Strong analytical mindset, capable of identifying patterns in operational data to inform decisions.
- Willingness to learn, adapt, and take initiative to drive best practices.
- Experience with IT support frameworks and familiarity with desk UNITS (UM agent/network suites) and helpdesk ticketing systems would be advantageous.
Additional Requirements
- Must hold a full UK driving license (due tosite visits).
- Successful candidate will be subject to a standard clear DBS check.
The role presents a great opportunity to maintain operational excellence while shaping the IT support landscape for strategic growth.
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