Job Description

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 ensure seamless support

About You

• Minimum 5 years’ Service Desk Management experience
• Strong technical support background is essential
• Proven experience leading and supporting service desk teams
• Strong understanding of SLA/KPI-driven environments
• A team player with a hands-on leadership style
• Process-driven with excellent organisational skills
• Passionate about helping and developing support staff
• Excellent communication and stakeholder management skills