Senior Service Desk Manager
New Today
Senior Service Desk Manager – Microsoft Partner (Up to £65K DOE)
My client is a fast-growing, Microsoft services partner delivering outstanding cloud, infrastructure, and managed services across enterprise and SMB markets. They are committed to operational excellence and delivering world-class customer experiences.
Role Overview
As the Senior Service Desk Manager, you will lead the entire support function, ensuring high-quality service delivery across 1st, 2nd, and 3rd lines. You’ll provide strategic leadership, shape customer service standards, and act as the senior escalation point for complex issues.
Key Responsibilities
* Oversee day-to-day operations of the Service Desk, ensuring consistent SLA adherence and outstanding customer experience
* Design and implement ITIL‐aligned processes, policies, and workflows to support scalable service delivery
* Act as the primary 3rd‑line escalation point, particularly for complex or technical incidents
* Mentor and develop your team, fostering a culture of collaboration and continuous improvement
* Work with Infrastructure, Security, and Project teams to streamline coordination and issue resolution
* Own reporting dashboards and KPIs, driving service performance and highlighting areas for improvement
* Drive automation initiatives using tools such as PowerShell and Power Automate to increase efficiency
* Support recruitment,...
- Location:
- Bristol
- Salary:
- £55,000 - £65,000 /annum
- Category:
- Customer Service & Support