Service Desk Manager

Service Desk Manager

Manchester

Hybrid (2 days p/w on site)

Up to £55,000 + benefits

Harvey Nash are proud to be partnered with a FinTech organisation based in Manchester; who are going through a large scale transformation, and has big plans to grow further at scale this year.

As such, as we are looking to recruit an experienced Service Desk Manager, on a permanent basis. This role will include the flexibility of hybrid working, however to be successful in this role you will be required to be on site in Manchester 2 days per week.

Role Summary:

The Service Desk Manager is responsible for leading a 24/7 service desk team, ensuring efficient resolution of incidents and service requests while maintaining high service standards and supporting continuous improvement initiatives.

Key Responsibilities:

• Lead day-to-day operations of the service desk, ensuring SLAs are met and issues are resolved promptly.
• Use ServiceNow and other tools to manage, monitor, and report on team performance and service levels.
• Coach and develop team members, handle escalations, and support recruitment and onboarding.
• Drive continual service improvement, maintain accurate documentation, and develop knowledge bases.
• Manage major incidents and ensure escalation procedures are followed.
• Identify and implement process improvements to enhance efficiency and service quality.
• Collaborate across departments to support business objectives and ensure effective communication.

Requirements:

• Proven experience IT support leadership or service desk management roles
• Strong understanding of service desk tools, ITIL framework, and Office 365.
• Excellent leadership, communication, and customer service skills.
• Skilled in performance analysis, conflict resolution, and decision-making under pressure.
• Adaptable and collaborative, with a focus on results and team development.

If you would like to be considered for this opportunity, please apply directly online and if your application is successful; one of the team will be in touch.