Job Title: IT Service Desk Manager
Location: Warrington, UK
Salary: £40,000 - £50,000 (DOE)
Employment Type: Full-time, Permanent

About Us

We are a leading Managed Services Provider based in Warrington, specialising in delivering robust IT solutions, including both on-premises and cloud services, alongside comprehensive Cyber Essentials offerings. We pride ourselves on providing exceptional support and tailored solutions to our diverse client base, helping them to meet the highest standards of security and operational efficiency.

The Role

We're seeking an experienced IT Service Desk Manager to lead our dedicated Service Desk team in delivering top-tier IT support. In this hybrid role, you'll handle management responsibilities and oversee escalated technical issues, ensuring our clients receive responsive, reliable, and secure IT service. If you have a passion for IT, thrive on managing teams, and are excited by the opportunity to lead both hands-on technical work and strategic service improvements, we want to hear from you.

Key Responsibilities

* Team Leadership & Management: Lead, motivate, and manage a team of skilled service desk analysts and engineers, setting clear goals, managing performance, and promoting development within the team.
* Hands-On Escalation Support: Act as the point of escalation for complex issues and provide hands-on support when needed, ensuring swift and accurate resolutions.
* Service Delivery: Oversee day-to-day service desk operations, including incident management, request handling, and SLA compliance to deliver exceptional customer service.
* Technical Expertise: Leverage your knowledge of on-premises infrastructure, cloud platforms, and Cyber Essentials requirements to support and guide the team on best practices.
* Continuous Improvement: Identify and implement process improvements and contribute to the development of service standards to enhance operational efficiency.
* Client & Stakeholder Communication: Build strong client relationships, providing regular updates on issue resolution and performance, and maintaining high levels of client satisfaction.

Qualifications & Skills

* Proven experience managing an IT Service Desk in a Managed Services environment.
* Strong technical expertise in both on-prem and cloud solutions, with knowledge of Cyber Essentials being highly beneficial.
* Exceptional problem-solving skills with a hands-on approach to troubleshooting escalations.
* Ability to manage, mentor, and motivate a team to meet KPIs and deliver excellent customer service.
* Excellent communication skills, both written and verbal, with the ability to effectively engage with clients and stakeholders at all levels.
* Strong organisational skills, able to manage multiple tasks and priorities within a fast-paced environment.

Benefits

* Competitive salary of £40,000 - £50,000, depending on experience.
* Opportunities for professional development and further certifications.
* A collaborative and supportive work environment.
* Access to cutting-edge technologies and projects in both cloud and cybersecurity