As Service Desk Manager, you'll lead a team of skilled service desk analysts and engineers, ensuring the delivery of timely, effective, and customer-focused support to our clients. You’ll play a critical role in maintaining service excellence, managing SLAs, and driving continuous improvement across our IT support functions. No shift work

Key Responsibilities:

• Lead and manage the Service Desk team.
• Act as an escalation point for complex technical or customer issues.
• Monitor performance against SLAs and KPIs; implement service improvements where required.
• Drive a culture of ownership, accountability, and customer-first thinking.
• Work closely with technical teams to ensure effective handovers and resolution of incidents.
• Own the service desk toolset, ensuring effective ticket management and reporting.
• Produce regular service performance reports for internal stakeholders and clients.
• Support ITIL-aligned processes (incident, problem, change).
• Collaborate with account managers and project teams to support client onboarding and service transitions.
• Contribute to business continuity and out-of-hours support planning.