{"id":3614753,"url":"https://alion.io/job/humnize-service-desk-manager","title":"Service Desk Manager","company":{"id":4418264,"name":"Humnize","domain":"humnize.com","url":"https://alion.io/company/humnize","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"C","score":58,"open_postings":10,"ghost_share":0.7,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manchester, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2025-09-17T14:39:42Z","employer_posted_date":"2025-09-17","last_verified_at":"2026-11-05T23:27:42Z","board_verified":true,"closed_at":null,"days_open":414,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":413},"description":"Our client is expanding…!\nAn exciting opportunity has arisen for a Service Desk Manager to join our team.\nPlease note: this is an office-based role. Being present on site is essential to becoming part of the team, building relationships, and leading effectively.\nFounded in 2000, our client has always had a single purpose in mind:\nhelping people get the most out of their technology!\nIt’s not just about fixing\nbroken systems, though of course that plays a part, they believe IT should be a\nbusiness enabler, not a cost burden, and they work hard to deliver real value\nbeyond business continuity.\nTheir highly skilled team shares the belief that clients’\nIT is their business, and should be treated as such. The service and support provided reflects this ethos. Their client base spans sectors from retail and\nentertainment to manufacturing; the key element is that the trust placed in our client as their local friendly experts.\nThey provide a full range of services including:\nSupportingdesktops and servers\n\nCloud systems\nEmail systems\nVirtualisation\nBackup anddisaster recovery\n\nAnti-virus\nNetworking and more..\nThey're constantly expanding services and want every team member to be part of that journey. That means supporting employees and encouraging them to learn new skills.\nThis opportunity will involve leading, developing and\nmanaging the service desk team to deliver excellent IT support across the customer base. You’ll oversee team performance, provide guidance on\nescalations and take responsibility for service standards. You’ll also ensure\nservice performance is tracked, reporting on SLAs and KPIs to senior\nleadership and driving continuous improvement across the desk.\nAs Service Desk Manager your duties and responsibilities will include:\nLeading, supporting, andmotivating the service desk team to deliver excellent client service.\n\nProviding guidance onescalated issues and managing client concerns effectively.\n\nOverseeing the allocation,monitoring and closure of support tickets.\n\nEnsuring SLAs and KPIs aremet and reporting performance to senior leadership.\n\nAnalysing service desk datato identify trends and drive improvement.\n\nBuilding strong relationshipswith clients and ensuring customer satisfaction.\n\nEncouraging training,development, and certification within the team.\n\nMaintaining a positive teamculture that balances performance, collaboration, and growth.\n\nSupporting the wider businessin developing and expanding service offerings.\n\nThe ideal candidate will have the following key skills and preferred experience:\nEssential Skills:\nPrevious experience managingor leading a service desk or IT support team.\n\nFamiliarity with common ITenvironments including Windows desktops and servers, Microsoft 365, cloud\nplatforms, networking, security, and backup solutions (awareness rather\nthan hands-on expertise).\n\nExcellent communicationskills, both verbal and written.\n\nAbility to manage clientescalations professionally and calmly.\n\nExperience monitoring andreporting on SLAs and KPIs.\n\nStrong organisational skillswith attention to detail.\n\nAble to balance leadershipresponsibilities with occasional hands-on support.\n\nProblem-solving mindset witha focus on outcomes.\n\nFull UK driving licence andaccess to a car.\n\nWillingness to work full-timein the office.\n\nIdeal Skills:\nExperience using helpdeskapplications and reporting tools.\n\nKnowledge of IT supportprocesses and escalation management.\n\nExposure to a wide range ofclient sectors and IT environments.\n\nBackground in driving serviceimprovements and implementing best practice.\n\nYou will be supported by senior engineers and work closely\nwith senior leadership to ensure our clients receive the best possible service.\nWe encourage continuous learning and skills development, and we want our\nmanagers to grow alongside the team they lead.\nIf you are motivated to lead, improve, and shape IT support\nservices, we’d love to hear from you.","description_format":"text","description_chars":3923,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-02T15:57:14Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long 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