Service Desk Manager

CompanyNode4

LocationDerby, England, United Kingdom

Posted At11/13/2025

UK Visa Sponsorship Analytics

Occupation Type

IT managers

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£55,000 (£28.21 per hour)

Occupation rate applies

Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.

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Description

Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role

The Service Desk Manager will lead and develop the Service Desk function across the Node4 Group, driving operational excellence and innovation. This role oversees a team of 55 professionals including apprentices, Service Desk Engineers, and Team Leaders based across our Derby and Stafford offices.

The successful candidate will be responsible for enhancing efficiency, scalability, and customer satisfaction by leveraging AI, automation, and modern ITSM practices. They will ensure seamless day-to-day operations, proactive service delivery, and an exceptional support experience for both external clients and internal users.

Responsibilities

Lead and manage the Service Desk team, providing coaching and guidance.
Develop and maintain Service Desk strategies, policies, and procedures.
Implement AI-driven automation, self-service portals, chatbots, and knowledge management solutions.
Monitor and analyse KPIs, using AI/analytics to optimize workflows.
Oversee resolution of technical issues and proactive user communication.
Build strong relationships with internal and external customers.
Manage budgets, vendor relationships, and SLA compliance.
Ensure quality control, risk management, and business continuity.
Foster continuous improvement, collaboration, and adoption of AI/automation initiatives.
Stay current with ITSM, AI, and automation trends, implementing relevant improvements.

Key Knowledge & Skills

Strong technical knowledge of IT infrastructure, systems, applications, and AI/automation technologies.
Experience managing Service Desk teams in Managed Services environments.
Proven track record in implementing AI-driven solutions, RPA, or predictive analytics.
Analytical and problem-solving skills, with the ability to apply AI and automation effectively.
Customer-focused with the ability to communicate technical concepts clearly.
Leadership, coaching, and team development expertise.
Knowledge of ITIL framework and ITSM best practice.
Experience in budget management, supplier management, and cost control.

KPIs / Metrics

Service Desk SLA compliance
First Line Resolution rate
Ticket response and resolution times
User satisfaction scores (CSAT)
Adoption rate of AI/self-service solutions
Cost efficiency and budget adherence
Team performance and development progress
Service Continuous Improvement

What can we offer you?

Hybrid Working
Private Medical Insurance or Company Paid Health Cash Plan
Employee Assistance Program
25 days holidays plus your birthday off
Option to purchase additional holiday (up to 5 days)
Company Pension Scheme
Life Assurance x 4
A diverse workforce
Employee investment with Node4 training Academy
Family savings and shopping discounts through the Node4 benefits portal.
Discounted Gym Membership
Modern facilities with open and welcoming breakout areas
Company Social events
Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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