Job Description
Service Desk Manager Role Overview
We are seeking a skilled Service Desk Manager to join a leading technology manufacturer in Cambridge. This role offers a fantastic opportunity for growth within one of the UK’s fastest-growing tech businesses. As a Service Desk Manager, you will oversee a large team, ensure smooth service delivery, and drive continuous improvement in incident management. Your leadership will ensure that the service desk meets KPIs, SLAs, and operational targets, while maintaining high-quality support for all users.
Key Responsibilities for the Service Desk Manager
As a Service Desk Manager, your responsibilities will include:
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Setting the strategic direction for a large team of support professionals
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Acting as the point of escalation for complex issues and ensuring effective incident management
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Maintaining resources and quality levels to meet service targets
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Monitoring call tickets and trends across engineering tiers to identify and address support needs
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Enhancing process efficiency and optimizing workflows for the team
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Leading one-on-one management and recruitment efforts to grow the team
Essential Experience for the Service Desk Manager
To succeed in the Service Desk Manager role, you will need:
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Over 3 years of experience managing a service desk or helpdesk team
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Proven ability to manage incident responses and escalations effectively
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Strong leadership experience within a busy, dynamic support environment
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Excellent written communication and a confident telephone manner to liaise with stakeholders at all levels
Desirable Experience:
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IT literacy
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Salesforce experience
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Fluency in an additional European language
Why Become a Service Desk Manager with Us?
If you’re looking for a challenging yet rewarding role where you can lead a team and make a tangible impact, we encourage you to apply. Join us as a Service Desk Manager and help shape the future of support operations at a world-class technology company.