IT Service Desk Manager

Role Description

As a Service Manager, you will be part of an established service management team responsible for the day‑to‑day operation of our business‑as‑usual support services. This includes allocating tasks, maintaining contractual KPI commitments, producing customer reports, and serving as an escalation point for both internal and external stakeholders. In addition, you will analyse operational data and metrics contributing to the problem management process to identify trends, anomalies, and opportunities for service improvement. You will also hold line‑management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run effectively and organisational objectives are achieved.

Duties Include

• Maintain oversight of incident, requests and problem lifecycles, including service level management.
• Interpret data, identifying meaningful trends, uncover problems and highlight opportunities for improvement.
• Line management responsibilities for support desk colleagues.
• Management of major incidents tickets, ensuring tickets are aligned to the existing processes and lifecycle.
• Responsible for the management of customer escalations.
• Ownership of priority 1 and 2 tickets, following defined processes and ensuring priority tickets are managed through to resolution.

The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a full UK driving license.

Skills and Experience

• Experience and knowledge of utilising ITIL v3/v4 best practice.
• Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
• Ability to prioritise workload, balancing multiple demands while maintaining service quality.
• Willingness to learn and succeed.
• Experience managing SLAs and KPIs to ensure consistent, high‑quality service delivery.

Company Description

• Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for 30 years.

• At Trusted Technology Partnership, we are an Employee Ownership Trust, which means the company is held in a trust on behalf of all employees, who benefit collectively from its success.

• Our core services include support desk, on-site engineering, project management and delivery, software development, storage and logistics, and technical consultancy.

• We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. (28% of colleagues achieved a promotion in the past year, showcasing our commitment to nurturing talent.)

As part of our team, you’ll enjoy

• Salary of £30,000 to £33,000 per annum.
• Company Profit Share (first £3,600 is tax free (eligibility criteria apply)).
• Holiday of 22 days per annum (increasing with length of service). In addition, 8 bank holidays.
• Birthday as additional paid leave (eligibility criteria apply).
• Ongoing training and support.
• Private Medical Insurance (including dental cashback) following successful completion of probation.
• Hybrid working (following successful completion of probation).
• Office perks including posh coffee, fruit and team treats.