Service desk manager Work, Jobs in Chesterfield, Dby (with Salaries)

Service Desk Manager
Millgate —Sheffield
- £35,000 - £40,000 a year
- Full-time
- Azure
- AI
- Leadership
Quick apply
Service Desk Technician
Mortgage Advice Bureau —Derby
- £26,100 a year
- Full-time
- Hybrid work
- Communication skills
- Annual leave
- Employee discount
Quick apply
7d
Project and Service Delivery Engineer
OLS Ltd —Doncaster
- Up to £32,000 a year
- Full-time
- Software troubleshooting
- Customer service
- In-person
Quick apply
Service Desk Analyst
University of Sheffield —Sheffield
- £25,249 - £28,778 a year
- Full-time
- Hybrid work
- Customer service
- Windows
- Microsoft Office
- Annual leave
- Employee discount
9d
IT Support Assistant
University of Sheffield —Sheffield
- £25,249 - £28,778 a year
- Full-time
- Hybrid work
- Windows
- Analysis skills
- University
- Annual leave
- Employee discount
8d
Senior Service Desk Engineer
Zenzero Solutions —Derby
- English
- Communication skills
EUC Product Specialist
Nottingham University Hospitals NHS Trust —Nottingham
- £39,959 - £48,117 a year
- Full-time
- In-person
8d
Incident Analyst
Network Rail —Doncaster
- £34,000 - £38,000 a year
- Full-time
- Hybrid work
- IT
- Communication skills
- Free parking
- Annual leave
14d
Business Analyst – IT Projects
FluidOne —Sheffield
- Full-time
- Analysis skills
- Travel
- IT
- Employee assistance programme
Technical Support Engineer
Microlise —Nottingham
- £30,000 a year
- Customer service
- SQL
- Communication skills
- Employee assistance programme
8d
Senior IT Infrastructure Engineer
Flint Bishop —Derby
- Weekend availability
- Azure
- Windows
- Scripting
- Employee discount
Quick apply

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Service Desk Technician
Mortgage Advice Bureau —Derby
An ability to build relationships and rapport with customers to understand their needs and translate tech jargon. Permanent, Full-time (37.5 hours).
£26,100 a year
Quick apply
7d
IT Support Technician
Elevate Technology Group —Chesterfield
In return, the business can offer a supportive technical environment, exposure to project work and genuine progression as the team continues to grow.
£27,000 - £32,000 a year

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service desk manager jobs near chesterfield, dby

Service Desk Manager

Millgate -
Sheffield

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Job details

Full-time
£35,000 - £40,000 a year

Qualifications

Azure
Customer relationship management
Root cause analysis
AI
Leadership

Full job description

Job Advert

Role Purpose

The Service Desk Manager is responsible for the overall leadership, performance, and continuous improvement of Millgate’s Service Desk function. The role ensures high-quality, consistent delivery of managed IT services, adherence to SLAs, and exceptional client experience.

You will lead the Service Desk team, manage escalations, drive operational excellence, and collaborate across departments to ensure that services are efficient, scalable, and aligned with Millgate’s strategy.

This position is critical in maintaining strong client relationships while ensuring internal accountability, process discipline, and technical excellence.

Key Responsibilities

1. Leadership & Team Management

Lead, develop, and mentor Service Desk Engineers across all levels.
Conduct regular one-to-ones, performance reviews, and development planning.
Set and enforce expectations for:
- Ticket quality
- Communication standards
- Professional conduct
- Documentation discipline
Foster a high-performance, accountable, and collaborative culture.
Support succession planning and team growth in line with business demand.

2. Service Delivery & Operational Management

Own the end-to-end delivery of Service Desk operations.
Ensure tickets are prioritised, assigned, and managed effectively in line with SLAs.
Maintain strict adherence to:
- Ticket management standards
- Escalation procedures
- Communication expectations
Act as the senior escalation point for high-priority incidents and client issues.
Ensure proactive communication and clear expectations are set with clients throughout ticket lifecycles.
Provide advice and technical expertise in the sale of new products and services to our clients
Promoting current and future proof security and backup practices
Drive consistency across all Service Desk processes and workflows.

3. SLA, KPI & Performance Management

Monitor KPIs and SLAs across the Service Desk.
Track and report on:
- Response and resolution times
- Ticket volumes and backlog
- SLA performance and breaches
Identify trends, risks, and areas for optimisation.
Drive corrective actions to improve service performance and efficiency.

4. Incident, Problem & Escalation Management

Take ownership of major incidents and ensure timely resolution.
Lead post-incident reviews and root cause analysis activities.
Ensure preventative measures are implemented to reduce recurrence.
Oversee and refine escalation paths across service tiers and departments.
Ensure high-quality escalation handling with appropriate context and documentation.

5. Client Relationship & Service Experience

Act as a senior escalation point for key clients and service-related concerns.
Build and maintain strong relationships with stakeholders.
Ensure high levels of customer satisfaction through:
- Clear communication
- Reliable delivery
- Professional engagement
Work closely with Account Management and Services Sales teams on service improvement and client growth opportunities.

6. Continuous Improvement & Process Optimisation

Identify inefficiencies, recurring issues, and process gaps.
Drive continuous improvement initiatives across Service Desk operations.
Ensure all processes are:
- Documented
- Standardised
- Audited regularly
Support automation and tooling improvements within the tech stack of systems used.

7. Cross-Department Collaboration

Work closely with:
- Professional Services / Projects
- Technical / Infrastructure teams
- Sales and Account Management
Ensure alignment between pre-sales, delivery, and support capabilities.
Support onboarding of new clients into managed services.

Skills & Experience

Essential

Proven experience in a Service Desk Manager or similar leadership role within an MSP environment
Strong knowledge of:
- Microsoft 365 / Azure environments
- Networking fundamentals
- Service Desk tooling (e.g. PSA, RMM systems)
Demonstrated experience:
- Leading and developing technical teams
- Managing high-pressure incidents and escalations
- Driving SLA/KPI performance

Desirable

Experience scaling service desk operations
Knowledge of automation, AI or Copilot within service environments
Experience contributing to service design and commercial alignment

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Refine Your Search

service desk manager jobs in chesterfield, dby

Service Desk Manager

Service Desk Technician

Project and Service Delivery Engineer

Service Desk Analyst

IT Support Assistant

Senior Service Desk Engineer

EUC Product Specialist

Incident Analyst

Business Analyst – IT Projects

Technical Support Engineer

Senior IT Infrastructure Engineer

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