About the role

Job Title: Service Desk Manager

Location: Gateshead

Salary: up to £30,000

NRG is proud to partner with a well-established and rapidly expanding Managed Service Provider (MSP) in their search for a Service Desk Manager. This is a fantastic opportunity for an experienced IT professional to step into a leadership role, overseeing the day to day operations of a dynamic service desk team.

As part of this role, you will lead a team of IT technicians across IT and Telecoms, ensuring the efficient resolution of user issues and maintaining exceptional service standards. This role offers significant scope for professional growth and career development.

Key Responsibilities

• Lead, mentor, and develop a team of service desk technicians to ensure high performance.
• Conduct regular performance evaluations, providing constructive feedback and coaching.
• Oversee daily service desk activities, ensuring timely and effective issue resolution.
• Monitor and manage service desk performance against key metrics and SLAs.
• Maintain a high level of customer satisfaction through proactive communication and expectation management.
• Handle escalations, resolving complex issues with professionalism and efficiency.
• Identify opportunities to enhance service desk efficiency and implement improvements.
• Oversee the full lifecycle of incidents and problems, from initial report to resolution.
• Conduct root cause analysis for recurring issues and implement long-term solutions.
• Collaborate with internal IT teams and external vendors to resolve complex technical problems.

What We’re Looking For:

• Comprehension of ITIL principles and best practices in service delivery.
• Hands-on experience with service management platforms (e.g., ServiceNow, Jira Service Desk, ConnectWise).
• Solid understanding of IT infrastructure, including hardware, software, and networks.
• Exceptional communication and interpersonal skills.
• Ability to thrive under pressure and handle multiple priorities effectively.

Desirable:

• ITIL certification or comparable.

This is an excellent opportunity to take the next step in your career and make a real impact in a growing, fast-paced MSP environment. If you’re passionate about IT service management and leading high-performing teams, we’d love to hear from you!