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

Service Desk Manager
Millgate —Sheffield
- £35,000 - £40,000 a year
- Full-time
- Azure
- AI
- Leadership
Quick apply
Senior Service Desk Engineer
Zenzero Solutions —Derby
- English
- Communication skills
Incident Analyst
Network Rail —Doncaster
- £25,409 - £52,074 a year
- Full-time
- Hybrid work
- IT
- Communication skills
- Free parking
- Annual leave
2h
Support Delivery Engineer
OLS Ltd —Doncaster
- Up to £32,000 a year
- Full-time
- Software troubleshooting
- Customer service
- In-person
Quick apply
7d
Second Line Analyst
Computacenter —Nottingham
- Organisational skills
- SharePoint
- Communication skills
Business Analyst – IT Projects
FluidOne —Sheffield
- Full-time
- Analysis skills
- Travel
- IT
- Employee assistance programme
Senior IT Infrastructure Engineer
Flint Bishop —Derby
- Weekend availability
- Azure
- Windows
- Scripting
- Employee discount
Quick apply

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service desk manager jobs near shirebrook, 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 shirebrook, dby

Service Desk Manager

Senior Service Desk Engineer

Incident Analyst

Support Delivery Engineer

Second Line Analyst

Business Analyst – IT Projects

Senior IT Infrastructure Engineer

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