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IT Service Desk Manager
£35,000 - 50,000
Green Light Technology Solutions
Llys y Felin, Swansea
£35,000 - 50,000
Requirements
Must:
- Proven experience in a supervisory role within an IT service desk environment, preferably in managed IT services.
- Hands-on experience with MSP RMM tools.
- Proficiency in Office 365 (Exchange Online, SharePoint, OneDrive).
- Strong understanding of networking concepts: TCP/IP, firewalls, VLAN, and troubleshooting.
- Expertise in Windows Server OS, Active Directory, Terminal Server, Hyper-V, Azure/Entra ID, Intune, and MDM.
- PowerShell scripting experience for process automation and troubleshooting.
- Experience with hosted VoIP systems and related applications.
- Exceptional people management and mentoring skills.
- Outstanding communication skills, with the ability to explain technical concepts to non-technical clients.
- A proven track record of delivering outstanding customer service and maintaining high client satisfaction levels.
- Demonstrated ability to manage client expectations effectively, ensuring clarity and transparency in all communications.
- Strong ability to gather and act on client feedback to continually improve service delivery.
- Capable of aligning IT services with client business objectives, adding measurable value to their operations.
- Passion for innovation and staying ahead of IT trends.
- A proactive approach to problem-solving and continuous improvement.
- The ability to thrive in a fast-paced, client-focused environment.
- The ability to quickly learn and understand new technology.
- A full driving license is required for occasional travel to client sites.
Technologies
Active Directory
Hyper-V
Office 365
TCP/IP
Responsibilities
- Lead, inspire, and develop a team of service desk technicians to deliver exceptional IT support.
- Create a collaborative and positive team culture focused on delivering outstanding client experiences.
- Conduct regular performance reviews, identify skills gaps, and implement training and development plans.
- Manage the day-to-day operations of the Service Desk to ensure all incidents, service requests, and inquiries are resolved promptly.
- Act as the final escalation point for complex technical issues, ensuring timely resolutions and high customer satisfaction.
- Monitor and report on service desk performance metrics to ensure SLAs and KPIs are consistently met or exceeded.
- Collaborate with our Managing Director to refine processes, systems, and service delivery models to drive efficiency and innovation.
- Maintain and improve the knowledge base, ensuring all technicians have access to accurate, up-to-date information.
- Identify opportunities to introduce new tools, technologies, or methodologies to enhance service quality.
- Provide hands-on technical assistance to the service desk team and directly support high-priority client issues.
- Offer strategic input into IT service delivery, ensuring solutions align with client and business needs.
Description
We are a leading managed IT services provider in Swansea, committed to delivering exceptional service to businesses across the region. By joining us as the Service Desk Manager, you'll be at the forefront of IT innovation, managing a skilled team, supporting a diverse client base, and driving continuous improvement to maintain our reputation for excellence. This full-time role offers a competitive salary range of £35,000.00-£50,000.00 per year and includes benefits such as a company pension, discounted or free food, employee discounts, free parking, and on-site parking. We value a supportive and collaborative work environment, and we are eager to hear from experienced IT professionals who are passionate about leadership, innovation, and delivering exceptional service. If you are within a commutable distance to Swansea and are ready to make a real difference in our clients' businesses through IT solutions, apply now and take the next step in your career with us!
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You can find IT Manager salaries in the UK here.
How many IT Manager jobs are in the UK?
Currently, there are 2715 Manager openings. Check also: CTO jobs, ERP jobs, Architect jobs - all with salary brackets.
Is the UK a good place for IT Managers?
The UK is one of the best countries to work as a IT Manager. 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 Manager jobs in the UK?
BAE Systems, TCMM Shutter Group Ltd, Netbuilder, magic42 Limited, GeekingITSimple, Yorkshire Dental Suite, Systemware Services Limited among others, are currently hiring for Manager roles in the UK.
The company with most openings is Experis as they are hiring for 85 different IT Manager jobs in the UK. They are probably quite committed to find good IT Managers.
The company with most openings is Experis as they are hiring for 85 different IT Manager jobs in the UK. They are probably quite committed to find good IT Managers.