IT Service Manager

About the role

Join Trusted Technology Partnership as an IT Service Manager, leading a team of Support Desk Engineers to deliver reliable day‑to‑day IT support. You will oversee service performance, maintain KPIs and SLAs, and act as the escalation point for both internal and external stakeholders.

Key responsibilities

• Manage daily operations of the support desk, ensuring smooth service delivery.
• Maintain and improve key performance indicators, service levels and customer satisfaction metrics.
• Produce and analyse customer reports, presenting clear data to stakeholders.
• Identify trends and opportunities for service improvement through metric analysis.
• Handle high‑severity and major incident tickets, following established processes.
• Support line‑management duties, developing and coaching the support team.

Required profile

• Strong interpersonal skills with the ability to build relationships at all organisational levels.
• Highly organised, able to prioritise multiple demands while maintaining service quality.
• Proven experience managing SLAs and KPIs to ensure consistent, high‑quality delivery.
• Willingness to continue learning and developing within the role.

Required skills

• ITIL best‑practice knowledge

What we offer

• Salary between £30,000 and £33,000 per annum.
• Company profit share (first £3,600 tax‑free, eligibility applies).
• 22 days holiday plus bank holidays, with additional birthday leave.
• Private medical insurance with dental cashback after probation.
• Hybrid working arrangement after successful probation.
• Ongoing training and career progression opportunities.