Service Desk Manager
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Are you a dynamic leader with a passion for delivering exceptional IT support? Do you thrive in a fast-paced environment where customer satisfaction and team development go hand in hand? If so, Air IT is looking for you.
We’re seeking a Service Desk Manager to lead and inspire our service desk leadership team—and where needed, our engineering team—to deliver a high-performing, customer-focused service. You’ll play a key role in shaping the future of our service delivery, ensuring we not only meet but exceed client expectations while driving operational efficiency and profitability.
What You’ll Be Doing
- Leading the service desk team to deliver outstanding customer engagement and service performance.
- Ensuring the team is skilled, resourced, and ready to meet current and future demands.
- Coaching and developing team leaders and engineers through regular 1-2-1s and clear objectives.
- Building strong client relationships and maintaining effective communication channels.
- Tracking and reporting on service performance and progress against KPIs.
- Owning and embedding service desk procedures and best practices.
- Supporting the integration of new services, customers, and acquisitions.
- Acting as an escalation point for out-of-hours service issues.
- Upholding our ISO27001-aligned Information Security Management System (ISMS).
What We’re Looking For
Essential
- Proven experience managing and leading a high-performing Service Desk.
- Strong background in major incident management.
- Excellent communication and interpersonal skills.
- Experience in a Managed Service Provider (MSP) or similar environment.
- Ability to remain calm and effective under pressure.
- Flexibility with working hours.
Desirable
- ITIL certification.
- Previous technical background.
- Experience with ConnectWise.
- Full, valid UK driving licence.
Why Join Air IT?
At Air IT, we’re passionate about people—our clients and our team. You’ll be part of a collaborative, forward-thinking environment where innovation is encouraged, and your development is supported. We offer a clear career pathway, ongoing training, and the opportunity to make a real impact.
Ready to lead from the front and shape the future of our service delivery?
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