Service Desk Manager

Service Desk Manager role based in Bedford, United Kingdom. This is a permanent, full-time position within an Infrastructure & Support environment.

This role is responsible for leading and managing a busy IT service desk team, ensuring high-quality technical support is delivered across the business and driving continuous improvement in service delivery.

The successful candidate will oversee daily service desk operations, manage ticket queues and SLA performance, support and develop engineers, handle escalations, and ensure customer issues are resolved efficiently and professionally.

The role also involves improving service desk processes, reporting on performance metrics, supporting workforce planning, and working closely with wider infrastructure and support teams to enhance service delivery.

The successful candidate will bring experience managing or leading an IT service desk or support team, strong knowledge of ITIL practices, excellent leadership and communication skills, and a background in IT support or infrastructure environments.

This role would suit someone who enjoys leading teams, improving processes, and delivering a high-quality IT support function within a structured infrastructure environment.