IT Support Desk Manager

About the role: We are looking for an experienced IT Support Desk Manager to lead our service desk function and ensure a high-quality IT support service across the business. Youll manage the support team, own incident and request processes, and act as the bridge between users, IT teams, and suppliers. This role combines people leadership, operational excellence, and hands-on service management. Responsibilities: Manage day-to-day operations of the IT support desk (1st/2nd line) Ensure incidents, requests, and problems are logged, prioritised, and resolved in line with SLAs Monitor ticket queues, response times, and resolution metrics Act as escalation point for complex or high-impact issues Lead, coach, and develop the IT support team Handle recruitment, onboarding, training, and performance reviews Own and improve ITIL-aligned processes (incident, request, problem, change) Identify recurring issues and drive root-cause analysis Maintain and improve knowledge base and self-service cont...