Role: IT Service Desk Manager

Location: Manchester – Hybrid Working

Hours: Full- Time Monday-Friday 8:45am-5:15pm

Package: £48k OTE

Service Management |Global Team Leadership | ITIL Implementation | Process Improvement | Incident Management | Asset Management | IT Management

We are looking for an experienced Service Desk Manager to lead our IT support operations and drive continuous improvement in service delivery, reporting to and working closely with the Service Delivery Manager. In this role, you will be responsible for managing a team of service desk technicians, ensuring exceptional customer service, and implementing ITIL best practices to optimise our support processes. You will collaborate with stakeholders across the organisation to identify areas for improvement and develop sustainable solutions that enhance user experience and operational efficiency.

To ensure success as a Service Desk Manager, you should possess strong leadership skills, extensive knowledge of ITIL frameworks, and the ability to work in a fast-paced environment. You will develop and implement service management strategies while maintaining high levels of customer satisfaction and team performance.

Responsibilities:

• Leading and managing a global Service Desk team, supporting multiple offices – Manchester, Chicago, Phoenix and Brisbane
• Implementing and maintaining ITIL 3 or 4 processes and procedures
• Managing incident, request and problem management
• Utilising JIRA Service Management for ticket management and reporting
• Working with the Service Delivery Manager to monitor service desk performance metrics and KPIs (SLA adherence, first contact resolution, customer satisfaction)
• Developing and delivering training across the service desk
• Maintaining service desk documentation, procedures, and knowledge base articles
• Conducting regular team meetings, one-to-ones, and performance reviews
• Managing escalations and ensuring timely resolution of complex issues
• Collaborating with the development, data and reports teams to ensure seamless service delivery
• Analysing trends and implementing proactive measures to prevent recurring issues
• Managing supplier relationships
• Global resource and shift planning
• Ensuring compliance with security policies and data protection requirements
• Participating in business continuity and disaster recovery planning

Required Experience:

• Minimum 3 years of experience as a Service Desk Manager in a similar environment
• ITIL 3 or ITIL 4 Foundation certification (Practitioner level preferred)
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Experience with remote support tools and technologies
• Strong analytical and problem-solving abilities
• Ability to work under pressure and manage multiple priorities
• Customer service focused with excellent stakeholder management skills
• Experience in IT asset management covering both hardware and software inventory tracking and lifecycle management

Desired Experience:

• Experience with JIRA Service Management (highly desirable)
• Knowledge of Windows and Mac operating systems
• Understanding of network infrastructure and common business applications
• Additional certifications such as PRINCE2, Lean Six Sigma, or vendor-specific qualifications would be advantageous
• Knowledge of AWS and Azure cloud platforms
• Experience in 3rd party application license management and user provisioning

About PHMG:

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track™ – strengthening their business identity in the most memorable, emotive way.

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