IT Service Desk Manager

Confidential search. This role is run discreetly through our retained executive search partnerships. The hiring organization, leadership structure and interview process are shared with qualified candidates as they progress through the search.

Confidential retained search. We are seeking an experienced IT Service Desk Manager to lead and strengthen service desk operations within an established and growing organization. The role suits an IT professional with a strong background in service desk management, technical support, system administration, Microsoft-based environments and IT operations. Reports to the Director of IT / Head of Technology. Competitive salary and benefits.

What you'll do

• Lead and oversee day-to-day service desk and technical support operations
• Manage intake, prioritization, resolution, escalation and tracking of technical issues
• Ensure users receive timely, professional and effective IT support
• Coordinate with internal IT teams and business stakeholders to resolve complex technical issues
• Monitor service desk performance and establish effective service delivery standards
• Develop, maintain and improve service desk processes, procedures and documentation
• Support system administration activities within Microsoft-based environments
• Identify recurring issues and implement improvements that reduce resolution times and service disruptions
• Maintain strong operational, security and compliance standards across IT support functions
• Contribute to broader IT operations and technology improvement initiatives
• Build a culture of accountability, responsiveness and continuous improvement within IT support

What we're looking for

• Proven experience managing or leading a service desk, help desk or IT support function
• Strong experience in IT support and system administration
• Solid knowledge of Microsoft-based IT environments
• Demonstrated ability to troubleshoot, prioritize, escalate and resolve technical issues effectively
• Experience coordinating technical teams and working with multiple stakeholders
• Strong organizational and problem-solving abilities
• Excellent written and verbal communication skills
• Experience with IT documentation, compliance, process improvement or broader IT operations
• Ability to manage competing priorities while maintaining a high standard of service delivery

Nice to have

• ITIL certification or equivalent service management training
• Experience with Microsoft 365, Azure AD/Entra ID and endpoint management
• Experience implementing or optimizing a ticketing platform
• Exposure to IT security and compliance frameworks