Service Desk Manager
Solihull (4 days onsite, 1 day WFH)
£45,000

We are looking for an experienced Service Desk Manager to join a growing technology team based in Solihull.

The Role

You'll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands-on leadership role where you'll combine technical knowledge with people management to drive team success.

Key responsibilities include:

Managing day-to-day service desk operations and team performance
Monitoring SLAs, KPIs, and overall service delivery through reporting tools
Acting as an escalation point for technical and client issues
Supporting and mentoring team members to improve performance and capability
Driving a strong, process-led approach to service delivery
Prioritising workloads and ensuring tickets are handled efficiently
Collaborating with internal teams to ...