Service Desk Manager

Role: Service Desk Manager
Location: Blackburn (Hybrid Working)
Salary: £45,000 (depending on experience)

A growing Managed Service Provider based in Blackburn is looking to bring on an experienced Service Desk Manager to lead and develop their technical support team. This is a fantastic opportunity for someone with strong leadership skills and a background in IT support environments to take ownership of a busy service desk and drive service excellence.

You’ll be responsible for overseeing the day-to-day operations of the support team, ensuring tickets are managed effectively, service levels are maintained, and customers receive a consistently high level of support.

The Role

As Service Desk Manager, you will play a key role in ensuring the smooth running of the service desk while supporting and developing a team of engineers.

Key responsibilities include:

Managing the daily operations of the IT service desk, ensuring tickets are handled efficiently and within SLA
Leading, mentoring, and developing a team of 1st and 2nd Line Support Engineers
Monitoring ticket queues, escalations, and service performance
Improving service desk processes, workflows, and documentation
Acting as a key escalation point for complex technical or service issues
Ensuring a high level of customer satisfaction and service delivery
Working closely with senior leadership on service improvements and reporting

What We’re Looking For:

Previous experience working in a Service Desk Manager / Team Leader role within an IT support environment
Experience managing teams in an MSP or fast-paced IT support environment
Strong understanding of IT support processes, ticketing systems, and SLAs
Knowledge of the Microsoft technology stack (Microsoft 365, Windows, Active Directory)
Excellent leadership, communication, and organisational skills
A proactive approach to improving service delivery and team performance

What’s On Offer

Salary around £45,000 depending on experience
Hybrid working flexibility
Birthday day off
Paid volunteering days
Opportunity to shape and develop the service desk function
A collaborative and supportive working environment

This role would suit someone looking to step into a leadership position within a growing MSP, where they can make a real impact on team performance, customer service, and operational efficiency.

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN