Service Desk Manager

Help to lead the support team of a top ten independent Manchester digital agency today.



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As Service Desk Manager, your role will be to own our Client Support Service Desk to ensure the team deliver the outcomes essential to meet the needs, and SLAs, our clients expect of us. Using strong communications skills, the Service Desk Manager will need to mentor and support our engineers to ensure and maintain high levels of customer satisfaction. The Service Desk Manager will also be required to manage, resolve, and execute any issues directly with our clients.

In addition to day-to-day Service Desk management, some of the role incorporates various degrees of customer interaction with our 80+ customers, as well as line management of our support engineers.

Our ideal candidate will be able to adapt to an ever-evolving working environment and be ready to take ownership of the role – shaping it to match your skillset and pushing yourself to learn more every day.



  • Management of our client Service Desk and our driven support team,
  • Overall management, structure, and prioritisation of the Service Desk incidents from ticket allocation to resolution,
  • Establish, maintain, control of Service Desk performance with measures, metrics, and adherence to contractual client SLAs,
  • Formulate Service Desk reports with the expectation to present to senior management,
  • Development, support and guidance of the support team and engineers,
  • Own and manage the Service Desk strategy with the expectation to present future improvements and efficiency gains to senior management,
  • Involvement in future recruitment of members of the support team,
  • Support and line manage the support engineers in training, coaching, mentoring and succeeding in the Service Desk roles,
  • Accountable to monitor Service Desk incidents and allocating to the associated teams and individuals,
  • Work with the wider Client Success and delivery teams to ensure a rigorous change management process is adhered to,
  • Accountable for ensuring internal stakeholders are made aware of tickets that may breach SLA,
  • Work with wider business to ensure new clients are onboarded to the Service Desk efficiently,
  • Have a high-level understanding of technology and the process we undertake to deliver our web and mobile app projects.

Desirable Skills & Previous Experience

  • At least 1+ years' previous experience in a similar role, ideally 2-3 years,
  • Previous Help Desk or Service Desk experience is essential,
  • Knowledge of software and software delivery methodologies,
  • Ability to adapt to a fast-paced, continually evolving working environment,
  • Excellent communication and management skills,
  • Rapport building,
  • Excellent command of both written and verbal English,
  • Self-motivated and delivery-focused.

What to Expect

  • Type: Full-time, permanent
  • Working Hours: 37.5 hours Monday-Friday with core hours between 9.30am - 4.30pm
  • Salary: Competitive & negotiable based on experience
  • Location: Manchester City Centre office, with flexible hybrid/remote working options available
  • Holiday: 25 days per annum, plus public holidays
  • Pension: Entry to company pension scheme after three months’ employment; employer contribution of 5% of basic salary (on top of basic salary)
  • Other Benefits: Company laptop, private healthcare, railcard scheme, gym subsidy, excellent maternity and paternity packages
  • Performance & Pay Reviews: 1-week, 1-month and 3-month on-boarding reviews. Annual pay (after 12 months) and performance reviews.


Our Culture


  • On-the-job training – Access to our Continuing Professional Development (CPD) program with allocated training time and budget,
  • Learn from working with the best - it may be a cliché, but if you're the smartest person in the room, you're in the wrong room!
  • After-hours takeaway – although we do not have a long hours culture, if you fancy working late one night, have a pizza on us!
  • Relaxed atmosphere – join a friendly team who are always willing to lend a hand,
  • Socialise - for those who like to mingle, we have regular company nights out as well as two five-a-side teams, a board games group and regular squash and tennis players,
  • Project launch parties - we frequently celebrate project go-lives and other major company milestones,
  • Gym subsidy - train your mind and body with 50% off your monthly gym membership fee.


Download Job Specification

You can download the above job specification for this role.



Our Application Process

Click on the button to submit an application today.