Trusted Technology Partnership
IT Service Desk Manager
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IT Service Desk Manager
Service Manager – ITIL-v3/v4 Specialists
About the Role
As a Service Manager, you will be part of an established service management team, responsible for the day-to-day operation of business-as-usual support services. Key responsibilities include:
- Allocating tasks and maintaining contractual KPI commitments
- Producing customer reports
- Serving as an escalation point for both internal and external stakeholders
- Analysing operational data and metrics to identify trends, anomalies, and service improvement opportunities
- Line-management responsibilities for a team of Support Desk Engineers, ensuring smooth daily operations and organisational objectives
Responsibilities
Service Oversight & Management
- Maintain oversight of incident, request, and problem lifecycles, including service level management
- Interpret data and trends to diagnose issues and propose service improvements
- Manage major incident tickets, ensuring alignment with existing processes and lifecycles
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Stakeholder & Escalation Handling
- Handle customer escalations with professionalism
- Own priority 1 and priority 2 tickets, ensuring timely resolution following defined processes
Team Leadership & Development
- Act as a line manager for Support Desk Engineers, supporting their growth and performance
- Equip your team with the skills to deliver consistent, high-quality service
Requirements
Skills & Experience
- Proven ITIL v3/v4 experience and best-practice implementation
- Exceptional communication skills, adept at engaging with stakeholders at all levels
- Strong prioritisation and workload management, balancing demands while upholding service quality
- SLA and KPI management experience to deliver high-quality service
- Willingness to learn and adapt to evolving technical and operational challenges
Location & Certification
- Requires a UK driving licence (minor on-site travel may be necessary)
- Subject to enhanced DBS clearance
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About Trusted Technology Partnership
Established for 30 years, Trusted Technology Partnership specialises in IT Infrastructure, Support Services, and Consultancy.
As an Employee Ownership Trust (EOT), our success benefits all staff collectively, with growth opportunities for 92% of colleagues promoted within their careers.
Why Join Us?
Financial & Work-Life Benefits
- Salary: £30,000 – £33,000 per annum
- Profit Share: First £3,600 fully tax-free (eligibility criteria apply)
- Holiday: 22+ days annually (plus 8 bank holidays)
- Paid Birthday Leave (eligibility criteria apply)
Development & Support
- Ongoing training to foster skill growth
- Hybrid working (post-probation)
Wellbeing & Perks
- Private Medical Insurance (including dental cashback) post-probation
- Posh coffee, fruity treats, and team recreations
Promotion within the team reflects a commitment to empowering careers.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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