Join RedBrick IT Solutions
At RedBrick IT Solutions, we’re passionate about delivering exceptional IT support and outstanding customer service. As our business continues to grow, we’re looking for an experienced Service Desk Manager to lead our support team, drive service excellence, and help shape the future of our operations.
This is an exciting opportunity for someone who enjoys leading people, improving processes and making a genuine difference. You’ll be responsible for the day-to-day management of our Service Desk, ensuring our clients receive an outstanding support experience while developing and motivating a talented team of engineers.
You’ll work closely with the Directors and play a key role in continually improving how we deliver our managed IT services.
The Role
As Service Desk Manager, you’ll have overall responsibility for the performance of our Service Desk.
You’ll lead the support team, ensure service levels are achieved, manage escalations, improve operational efficiency and help create an environment where both our customers and employees thrive.
This is a hands-on leadership role that combines people management, customer service, operational excellence and continual improvement.
Key Responsibilities
Team Leadership
· Lead, mentor and inspire a team of Service Desk Engineers.
· Conduct regular one-to-one meetings, performance reviews and development planning.
· Create a positive, supportive and accountable team culture.
· Coach engineers to continually improve both their technical and customer service skills.
· Identify training needs and support career progression.
Service Delivery
· Take ownership of Service Desk performance, ensuring SLA targets are consistently achieved.
· Monitor ticket queues and workloads to maximise efficiency and customer satisfaction.
· Act as the senior escalation point for complex technical or customer issues.
· Ensure incidents are managed professionally with clear communication throughout.
· Continually review and improve Service Desk processes and procedures.
Customer Experience
· Build strong relationships with our clients and become a trusted point of contact.
· Ensure every customer receives a professional, friendly and proactive service.
· Monitor customer feedback and identify opportunities for improvement.
· Turn service challenges into opportunities to strengthen long-term client relationships.
Operational Improvement
· Produce and review Service Desk performance reports.
· Analyse trends and recommend improvements to increase efficiency and service quality.
· Work alongside the leadership team to implement new systems, processes and best practices.
· Help develop the Service Desk as the business continues to grow.
About You
We’re looking for someone who enjoys leading people just as much as solving problems.
You’ll be an experienced Service Desk Manager, Team Leader or Senior Engineer ready to step into a management role, ideally within a Managed Service Provider (MSP).
Essential Skills & Experience
· Previous experience managing or leading an IT Service Desk.
· Experience working within a Managed Service Provider (MSP).
· Strong understanding of ITIL service management principles.
· Excellent leadership and people management skills.
· Ability to motivate, coach and develop technical teams.
· Excellent communication and customer relationship skills.
· Experience managing escalations and major incidents.
· Strong organisational skills with the ability to prioritise multiple workloads.
· A proactive approach to continual service improvement.
Desirable
· Microsoft 365 and Azure knowledge.
· Experience with PSA and RMM platforms.
· Knowledge of Cyber Security best practices.
· ITIL Foundation qualification.
What We Offer
· Salary of £40,000 - £45,000, depending on experience.
· Company pension.
· Ongoing training and professional development.
· Opportunities for career progression.
· A supportive, friendly working environment.
· The opportunity to genuinely influence how our Service Desk operates.
· Free on-site parking.
· Regular team events.
Why Join RedBrick?
At RedBrick, we believe that great customer service starts with a great team. We invest in our people, encourage new ideas and empower our managers to make decisions that improve both the customer experience and the working environment.
If you’re passionate about leadership, customer service and delivering exceptional IT support, we’d love to hear from you.
Pay: £40,000.00-£45,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
Work Location: In person
