Service Desk Manager

Service Desk Manager




A leading IT hardware business is looking to recruit an IT Service Desk Manager to provide day-to-day management to the IT Service Desk Support team. The appointed Service Desk Manager will own the lifecycle and reporting of incidents for all clients, internal and external. You will drive excellent service delivery and promote training/education of the support team.

There are two major parts to this Service Desk Manager role. You will manage both the team, and clients. The responsibilities for both are listed below.

This is an exciting opportunity to join an established IT solutions business, who focus on the end-to-end service they deliver to their clients. Having won major contracts with long-standing businesses, the company has significantly strengthened and broadened their customer delivery.



Team Management:

  • Ensure client service focus is a priority for the team
  • Ensure the service desk team provide quality call handling and lifecycle requests by regular reviews
  • Create a development and improvement plan for the service desk team
  • Develop your team, ensuring skills levels are maintained and training requirements are highlighted
  • Maintain appropriate system documentation, support procedures and rota/cover arrangements
  • Ensure the provision of an appropriate out of hours/on call cover service

Client Management:

  • Act as the Service desk escalation point for all major incidents and client escalations
  • Prepare management information on client SLAs & XLAs on a weekly/monthly basis
  • Take ownership of Problem Management and Root Cause Analysis (RCA) processes
  • Monitor Service quality levels, overseeing diverse and complex client service events that require drive and focus to resolve
  • Ensure the team are delivering a program of daily/weekly/monthly client checks and remediating any service issues as a priority
  • Develop Self Service capability tools such as self-help, support guides, FAQ’s Portal Pages etc


Skills/ Experience:

  • Previous experience managing a team in an MSP or similar environment
  • Knowledge of support procedures and incident management – ITIL foundation certification or similar
  • Good knowledge of MS products – Word, Excel, PowerPoint and confident using IT software
  • Experience managing ticketing systems such as ConnectWise, Autotask, ServiceNow
  • Experience managing an RMM solution
  • Full UK driving license



  • On-call allowance
  • Healthcare plan
  • Employee assistance programme
  • Free parking (at the office/locally)



GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.

Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Cirencester, Oxford, Reading, Birmingham and South Wales.

Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients.



  • Job Category Tech
  • Job Location Gloucester
  • Job Salary £35,000
  • Job Salary Benefits
  • Job hours Full-Time
  • Job Type Permanent
  • Job Ref JO297