Service Desk Manager

Service Desk Manager

Up to 45k - 1 day office/4 days remote - Central Manchester

Were seeking a reliable and organised Service Desk Manager to oversee reactive support activities for a portfolio of approximately 15 clients. The role involves managing client-raised bugs, maintenance tasks, minor site changes, and small upgrades.

Candidates with a background in service desk operations or project management are ideal, as the position requires strong organisational skills, personable client interaction, and confidence in managing client relationships.

What is expected of the Service Desk Manager?

The successful candidate will triage incoming tickets, provide first-line support, and escalate issues to development teams as necessary. While not essential, experience with Adobe Commerce is advantageous, with training and certification opportunities available. The role offers scope to manage small projects, conduct audits for new clients, and support server migrations.

This position suits individuals with around three years’ experience, including those currently in 1st or 2nd line support roles looking to step up, or project managers interested in transitioning into support management. The role includes budget management responsibilities and uses a Kanban board to organise workload.

Candidates should be trustworthy, detail-oriented, and confident in client-facing situations. Interaction with some smaller clients may be as infrequent as once a month, making the role manageable and varied. The working pattern includes one office day per week (Wednesday), with the remainder remote.

We welcome applicants currently employed, including those with longer notice periods, and offer a clear career path with training and funding towards Adobe certification, progressing towards Head of Support roles.

What we look for in a Service Desk Manager

• Service desk or project management background
• Strong organisational and triage skills
• Confident and personable client communication
• Experience managing multiple clients (approx. 15)
• First-line support experience
• Detail-oriented ticket management
• Budget management
• Ability to manage reactive work (bugs, maintenance, minor upgrades)
• Basic technical understanding (Adobe Commerce advantageous)
• Experience using Kanban boards or similar workload management tools

Software/Tools:

• Kanban board tools (e.g. Jira, Trello)
• Ticketing systems (ITSM tools)
• Adobe Commerce (training provided)

Certifications & Standards:

• Adobe Commerce certification (training and funding available)
• ITIL knowledge advantageous but not essential