Service Desk Team Manager (2nd/3rd Line)

Job Title: Service Desk Manager
Location: Hybrid - Leeds, UK
Salary: £65,000 - £75,000 per annum (depending on experience)

Why Apply?

Are you a seasoned IT support professional with a passion for leadership, service excellence, and technical innovation? This is an exciting opportunity to take the next step in your career as a Service Desk Manager. With a presence across multiple international markets and a focus on cutting-edge technology, this is a full-time leadership role offering challenge, growth, and the opportunity to make a real impact.

Service Desk Lead Engineer Responsibilities

• Lead and mentor a global 2nd Line Service Desk team, driving service excellence and adherence to SLAs
• Act as a senior escalation point for complex technical issues and coordinate with 1st and 3rd Line support
• Own and evolve ITIL-based service processes including incident, problem, and change management
• Continuously improve response workflows, drive automation, and enhance service desk performance
• Maintain and expand the internal knowledge base and SOP documentation
• Analyse service metrics and customer feedback to improve user experience and team efficiency
• Deliver coaching, training, and career development for 2nd Line engineers
• Collaborate with infrastructure, platform, and business units to ensure service alignment and process transparency

Service Desk Lead Engineer Requirements

• Minimum 5 years' experience in IT support or service desk roles, with 2+ years in a leadership position
• In-depth knowledge of ITIL practices (ITIL v4 certification preferred)
• Strong experience in incident, problem, and change management
• Technical proficiency across Windows Server, macOS, and Linux environments
• Knowledge of networking fundamentals - TCP/IP, DNS, DHCP, VPN, and firewalls
• Familiarity with enterprise ITSM platforms such as ServiceNow, Jira, or similar
• Scripting knowledge (PowerShell or similar) and automation experience highly desirable
• Excellent stakeholder communication and problem-solving skills
• A collaborative mindset and ability to manage cross-functional relationships
• Experience working in global or multi-site organisations a plus

What's in it for me?

• Competitive salary and performance-based bonus
• Flexible hybrid working options
• Private healthcare
• Generous holiday allowance
• Professional development and training support
• An international team environment with a strong culture of inclusion, trust, and continuous improvement

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.