Service Desk Manager

Location: Gloucester

Salary: £30k - 35k per year

Type: Permanent

Closing Date: 03/08/2021

The Role

The IT Service Desk Manager is responsible for the day-to-day management of the IT Service Desk team. They will own the lifecycle and reporting of incidents and requests for any internal or external client. They will drive excellent service delivery and promote training and education of the IT Service Desk Team.

Duties and responsibilities

Team Management

  • Manage the day-to-day delivery of support from the IT Service Desk Team.
  • Ensure client service focus is prioritised and championed among the IT Service Desk Team.
  • Ensure any staffing, support and availability related risks to the service are understood and mitigated.
  • Ensure the IT Service Desk Team provide quality call handling and lifecycle of requests by regularly reviewing calls and tickets.
  • Promote the automation of service requests where appropriate and identify areas of lifecycle improvement.
  • Develop the IT Service Desk team professionally ensuring that skill levels are maintained, and training requirements are highlighted. 
  • Create a Service Development & Improvement Plan for the service desk and ensure this is clearly understood and communicated to peers and clients through regular Service Review meetings and events.
  • Maintain appropriate system documentation, support procedures and proactive 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 (Service Level Agreements) & XLAs (Experience Level Agreements) 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.

As a member of the management team, you will provide support on a rota basis to the Out of hours/On Call Cover team.

Person Specification


  • 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 of managing ticketing systems such as ConnectWise, Autotask, ServiceNow
  • Experience of managing an RMM solution
  • Full UK driving license


  • Previous experience of working within Fire, Security or Data Infrastructure industry.
  • Coaching and Customer Service qualifications
  • BCS, SDI or professional memberships


Salary£30k - 35k per year
Job ReferenceLM88
Contract TypePermanent
Closing Date03/08/2021
Regional OfficeCheltenham
Date Posted27/07/2021

To discuss this position further please contact:

Lee Marshall

Senior Consultant


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