Service Desk Manager

We're looking for a Service Desk Manager to lead our support team, delivering fast, effective, customer-focused service across our IaaS, BaaS, DRaaS and Network offerings.

The role is about building a more technically capable, consistent and self-sufficient Service Desk, reducing dependency on individual engineers and creating a structured pathway for developing talent from 1st through to 3rd line.

You don't need to be the most technically senior person in the room, but you need enough breadth and depth across infrastructure technologies to understand technical discussions, challenge weak diagnoses and recognise when an investigation is heading in the wrong direction.

SLA performance and continuous improvement sit with you, and the role stays hands-on rather than managing from a distance.

Responsibilities

• Build a structured development pathway (1st - 2nd - 3rd line) with coaching, skills development and progression
• Act as an escalation point, challenging diagnoses, spotting when an investigation is going in the wrong direction, and keeping issues moving towards resolution
• Duty manager for major incidents and serious customer escalations, owning the service outcome even where technical actions sit with other teams
• Embed incident, request, problem, change and knowledge management into daily operational reality, not just process documentation
• Represent the operational support requirement with technical, project, customer and service delivery teams to ensure new solutions and changes transition into support cleanly
• Manage performance, not just report it. Identify root causes when performance dips, act on them, and evidence the improvement
• Drive consistent documentation and work-note standards across the team to reduce escalation volume and support faster development of less experienced engineers
• Reduce manual admin, reporting and ticket-handling overhead by making better use of tooling, workflow and automation/AI
• Make autonomous operational decisions across competing priorities, escalating only when genuinely necessary
• Own the service desk toolset - ticket management, workflows, reporting
• Support client onboarding and service transitions with account managers and project teams
• Contribute to business continuity and out-of-hours support planning
• Own and maintain the internal knowledge base, ensuring documentation is accurate and current