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IT Support Desk Manager
£45,000 - 60,000
Construo
Breadmarket Street, Lichfield
£45,000 - 60,000
Requirements
Must:
- I have proven experience leading and improving an IT service desk team.
- I possess strong knowledge of ITIL or similar service management frameworks.
- I can demonstrate success in improving service desk KPIs, including efficiency, customer satisfaction (CSAT), and resolution times.
- I have hands-on experience with Datto Autotask or similar RMM/PSA platforms.
- I understand how AI can be applied to IT support.
- I have technical knowledge of Microsoft environments, including Windows Server, Active Directory, and Office 365.
- I possess strong leadership and communication skills, with the ability to influence across teams.
Responsibilities
- I will lead and continuously improve service desk frameworks, processes, and standards.
- I will take full accountability for service desk outcomes, efficiency, and client satisfaction.
- I will increase first-time fix rates and drive improvements in CSAT scores.
- I will maximize the use of Datto Autotask (or similar tools) across ticketing, reporting, and automation.
- I will explore and implement AI solutions to enhance support delivery and response times.
- I will provide escalation support for complex technical issues.
- I will analyze ticket trends and initiate proactive improvements.
- I will support team development through one-on-ones, training, objectives, and appraisals.
- I will maintain strong client relationships through professional communication and service reviews.
Description
We are seeking an experienced IT Support Desk Manager to lead and develop our IT service desk team located in Lichfield, offering a salary between £45,000 and £60,000. This role is more than just day-to-day management; it is an opportunity to shape, refine, and transform the way we deliver IT support. I will oversee a group of 15 technicians ranging from 1st to 3rd line, including an international support team, while taking full ownership of the desk’s performance and growth. My goal is to strengthen frameworks, improve efficiency, raise CSAT scores, and harness technology, including Datto Autotask and AI, to deliver faster, smarter service to our clients.
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You can find IT Support Engineer salaries in the UK here.
How many IT Support Engineer jobs are in the UK?
Currently, there are 1867 Support openings. Check also: JIRA jobs, Confluence jobs, Linux jobs, ICT jobs - all with salary brackets.
Is the UK a good place for IT Support Engineers?
The UK is one of the best countries to work as a IT Support Engineer. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for IT Support Engineer jobs in the UK?
Core-Asset Consulting, ApplianSys, u-blox, Serac Group, Mas & Pas Limited, BAE Systems, Leidos among others, are currently hiring for Support roles in the UK.
The company with most openings is Ocho as they are hiring for 61 different IT Support Engineer jobs in the UK. They are probably quite committed to find good IT Support Engineers.
The company with most openings is Ocho as they are hiring for 61 different IT Support Engineer jobs in the UK. They are probably quite committed to find good IT Support Engineers.