som3 Recruitment
Service Desk Manager
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Service Desk Manager – 2nd Line Team
Location: Birmingham – 3 days in the office Salary: £40,000 – £45,000
About the Role
Due to growth, a Technical Support Manager is needed to own the 2nd line service desk function, encompassing both higher-level technical input and the management of a team of 5 Team Leaders, who in turn oversee 40 engineers.
Collaborating closely with the 1st and 3rd Line Support Managers and their teams, the role involves:
- Leading and developing the 2nd line Teams, ensuring accountability, consistency, and performance
- Maintaining clear ownership and control of escalated support and service delivery
Responsibilities
Coming from a technical background, the Service Desk Manager (2nd Line) will be responsible for:
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- Managing the 2nd line support function and teams
- Overseeing customer experience for 2nd line tickets
- Coaching and supporting Team Leaders, ensuring they operate effectively and are well-supported
- Monitoring and optimising performance, KPIs, and output of the 2nd Line function to deliver consistent SLAs
- Identifying and driving practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd Line
Requirements
We are seeking a candidate with a mix of technical skills and strong management experience, including:
Technical Background
- Proven experience in a Service Desk Manager or Senior Team Leader role within an MSP (Managed Service Provider) environment
- Strong background in 2nd Line support and escalation management
- Experience managing Team Leaders or senior technical staff
- Technical understanding of:
- Microsoft 365
- Windows Server
- Networking fundamentals
- Endpoint management
- UC (Unified Communications)
- Connectivity
- Confidence in collaborating with technical teams (2nd / 3rd Line, NOC, Infrastructure) to resolve complex issues
- Knowledge of:
- Service desk tooling and reporting
- Ticketing systems
- Problem management and root cause analysis
- ITIL best practices and service frameworks
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Performance & Improvement
- Demonstrable experience in KPI-driven performance management and service improvement
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