Service Desk Manager - North West England - Hybrid/ Remote We are seeking a high-energy, process-driven Service Desk Manager to lead our front-line support team. In this role, you aren't just overseeing a ticketing queue; you are the architect of our user experience and the mentor responsible for building a world-class technical support culture.

The Mission

As the Service Desk Manager, you will own the end-to-end delivery of IT support services. You will be responsible for ensuring that our internal teams stay productive, our systems stay accessible, and our support standards remain gold-standard. Your Primary Objectives: Team Leadership: Manage a team of support analysts, focusing on technical upskilling, career development, and maintaining high morale.

Performance Excellence: Define, monitor, and report on critical metrics including First Contact Resolution (FCR) , Mean Time to Resolve (MTTR) , and CSAT .

Process Governance: Implement and refine ITIL-based processes for Incident, Request, and Problem Management.

Knowled...