Technical Service Desk Leader | Hybrid & Growth Focus

Air IT Limited; Sandiacre; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A technology service provider in the UK is seeking a Technical Service Desk Manager to lead their newly established 3rd line team. This pivotal role combines service desk management with strategic leadership, focusing on technical development and continuous improvement. The ideal candidate will have proven experience in managing technical service desks, a strong understanding of ITIL principles, and excellent communication and leadership skills. The position offers hybrid working options and extensive professional growth opportunities.

Benefits

Hybrid working options

25 days annual leave plus bank holidays

Ongoing learning and development opportunities

Cycle to work scheme

Enhanced family leave

Celebration day

Salary sacrifice pension

2 paid volunteer days

Company social events and competitions

Discount and Cashback Scheme

Group Income Protection

Life Insurance

EAP and Virtual GP Service

Qualifications

• Proven experience managing a technical service desk or support function.
• Strong understanding of ITIL principles and service management best practices.
• Experience in technical training, mentoring, or team development.

Responsibilities

• Lead and manage the 3rd line team, ensuring alignment with strategic goals.
• Monitor and improve incident resolution times and escalation rates.
• Coordinate skills assessments, role mapping, and tower alignment.

Skills

Technical service desk management

ITIL principles

Communication skills

Leadership skills

Education

Certifications in Skills Streams

Tools

Certification tracking tools

Job description

A technology service provider in the UK is seeking a Technical Service Desk Manager to lead their newly established 3rd line team. This pivotal role combines service desk management with strategic leadership, focusing on technical development and continuous improvement. The ideal candidate will have proven experience in managing technical service desks, a strong understanding of ITIL principles, and excellent communication and leadership skills. The position offers hybrid working options and extensive professional growth opportunities.