Are you an experienced Service Desk Manager ready to lead from the front in a dynamic, forward-thinking environment?

Join one of the UK’s leading organisations and take ownership of a high-performing service desk team, driving service excellence and continuous improvement.

About the Role:

This is an opportunity for an established Service Desk Manager with a strong technical foundation and hands-on experience in a service desk environment. Whether you’re rolling up your sleeves to support your team or stepping back to lead strategically, you’ll be comfortable switching between hands-on and hands-off leadership as needed.

You’ll manage a team of Service Desk Analysts and Senior Analysts, ensuring high-quality support and service delivery across the organisation. This is a key role where your technical insight, leadership skills, and customer-first mindset will make a real impact.

Key Responsibilities:

• Lead, mentor, and develop a team of Service Desk Analysts and Senior Analysts
• Oversee day-to-day operations of the service desk, ensuring SLAs and KPIs are met
• Act as a technical escalation point and provide guidance on complex issues
• Drive service improvements and champion ITIL-aligned processes
• Collaborate with wider IT teams to ensure seamless support and issue resolution
• Foster a culture of accountability, learning, and continuous improvement

What You’ll Bring:

• Proven experience as a Service Desk Manager or in a senior service desk role
• Strong technical background with the ability to be hands-on when required
• Excellent communication and stakeholder management skills
• Solid understanding of Microsoft Active Directory
• ITIL Foundation certification (or equivalent experience)
• A proactive, solution-focused approach with a passion for delivering outstanding service

Why Join?

• Be part of a respected UK-leading organisation with a strong reputation for innovation and excellence
• Enjoy a flexible hybrid working model based in Newcastle
• Access to ongoing professional development and career progression

This role is based in Newcastle with hybrid working, offering a competitive salary of up to 52,000.

Ready to lead, inspire, and make a real impact?
Apply today and take your career to the next level.