+44 (0) 117 456 3370

Artis Recruitment Ltd

Queen Charlotte House

53 Queen Charlotte St

Bristol, BS1 4HQ

IT Service Desk Manager

IT Service Desk Manager required by our market leading, award winning, professional services organisation based in Cardiff. The successful candidate will lead and manage a team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users.

This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction, managing service delivery, and driving continuous improvement initiatives within the service desk function.

Main Responsibilities:


  • Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development.
  • Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and resolution of IT support requests and incidents.
  • Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes.
  • Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely resolution of service disruptions.
  • Manage service desk staffing levels, schedules, and workload allocation to ensure adequate coverage during operating hours (7am-6pm, Monday to Friday).
  • Handle escalated user inquiries and complaints, resolving issues promptly and effectively to maintain positive relationships with internal users.


  • Provide technical expertise and support to service desk engineers, assisting with troubleshooting, problem resolution, and escalation management as needed.
  • Stay abreast of emerging technologies, industry trends, and best practices in IT service management to enhance service desk capabilities and effectiveness.
  • Assist in the development and implementation of IT service management tools, systems, and processes to streamline operations and improve service quality.
  • Collaborate with other IT teams on projects and initiatives, contributing technical expertise and insights to support successful project delivery.

Required Background:

  • Degree or similar in Information Technology, Computer Science, or related field.
  • Considerable experience in IT service desk management, preferably within a professional services environment.
  • Proven leadership skills with experience managing and motivating teams of technical professionals.
  • Strong knowledge of ITIL processes, principles, and best practices, with ITIL certification preferred.
  • Excellent communication skills with the ability to interact effectively with internal users, stakeholders, and senior management.
  • Solid technical background with expertise in Microsoft Windows, Active Directory, Office 365, and IT service management tools.
  • Ability to work effectively under pressure, prioritize tasks, and meet tight deadlines in a fast-paced environment.
  • Strong analytical and problem-solving skills with a focus on continuous improvement and customer satisfaction.
  • Flexibility to provide occasional out of hours support and cover during extended business hours as needed.

This fantastic role comes with a basic annual salary of £37,500-40,000 p/a and is accompanied with 25 days holiday (Plus bank holidays & your birthday off), death in service equivalent to twice annual salary, pension scheme, hybrid working and professional fees paid (subject to requirement for your role) plus many more.

Apply for this role:

    Advertised by:

    Richard Crowcombe

    A Senior IT Recruitment Specialist with 20 years experience in the delivery of permanent staff, contractors and project teams to clients across the UK.

    TEL: 07979154556

    Connect on LinkedIn

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