Service Desk Manager

About the role

We are looking for an experienced Service Desk Manager to lead the IT support function for a forward‑thinking organisation in Ashton‑under‑Lyne. You will be responsible for delivering high‑quality IT services, managing a team of analysts and driving continuous improvement across the service desk.

Key responsibilities

• Oversee day‑to‑day operations of the service desk, ensuring timely resolution of incidents and requests.
• Lead, coach and develop a team of service desk analysts to achieve performance targets.
• Monitor service metrics and implement improvement initiatives aligned with ITIL best practices.
• Maintain strong relationships with internal stakeholders and manage expectations.
• Coordinate with other IT teams and external vendors to resolve complex issues.

Required profile

• Proven experience in a Service Desk Manager or similar IT support leadership role.
• Strong knowledge of IT service management principles; ITIL knowledge is desirable.
• Excellent stakeholder management and communication abilities.
• Proactive problem‑solving mindset with a focus on service improvement.
• Valid driving licence and willingness to travel to another site in Greater Manchester when required.

Required skills

• ITIL (desirable)

What we offer

• Competitive salary between £52,022 and £57,187 per annum.
• £5,052 car allowance.
• Hybrid working model (2‑3 days in the office).
• Flexible arrangements, including compressed 4‑day weeks.
• Generous pension scheme, occupational sick pay and BHSF Health Membership.