{"id":2428801,"url":"https://alion.io/job/infusetech-service-desk-manager","title":"Service Desk Manager","company":{"id":4428152,"name":"Pkfinfuse","domain":"pkfinfuse.com","url":"https://alion.io/company/pkfinfuse","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Derby, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":43000,"max_usd":82000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-10T14:48:04Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-10-18T11:51:07Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"Location: Derby\nContract: Full-time (37.5 hours per week)\nSalary: Dependent on experience\nAbout the Role\nAre you passionate about delivering exceptional IT support, leading high-performing teams, and ensuring outstanding customer experiences?\nWe're looking for an experienced Service Desk Manager to oversee the day-to-day operations of a busy service desk, managing and developing a team of first and second-line support professionals. You'll play a pivotal role in driving service excellence, improving processes, and ensuring Service Level Agreements (SLAs) are consistently achieved.\nWorking closely with clients and internal stakeholders, you'll identify opportunities to enhance service delivery, implement best practices, and help shape the future direction of our support function. You'll also stay ahead of emerging technologies and trends, ensuring the team is equipped to meet evolving client needs.\nIf you have a strong background in IT support management, enjoy developing people, and thrive in a fast-paced, client-focused environment, we'd love to hear from you.\nKey Responsibilities\nTeam Leadership & Development\nLead and manage a team of first and second-line support engineers.\n\nRecruit, onboard, train, and develop team members.\n\nConduct regular performance reviews and provide coaching and mentoring.\n\nFoster a culture of accountability, collaboration, and continuous improvement.\n\nService Desk Operations\nOversee the daily operation of the service desk, ensuring tickets are resolved effectively and within agreed timescales.\n\nMonitor and analyse key performance indicators (KPIs), including:\nTicket resolution times\n\nFirst-contact resolution rates\n\nCustomer satisfaction scores\n\nAllocate resources efficiently to meet SLA commitments and changing business demands.\n\nAct as the primary escalation point for complex issues and service-related concerns.\n\nClient Relationship Management\nBuild and maintain strong relationships with clients through consistent, high-quality service delivery.\n\nEnsure client concerns are addressed promptly and effectively.\n\nWork proactively with clients to understand their support requirements and identify areas for improvement.\n\nProcess Improvement\nContinuously review and optimise service desk processes to improve efficiency and service quality.\n\nImplement and maintain ITIL-aligned practices for incident, problem, and change management.\n\nDrive initiatives that enhance customer satisfaction and operational performance.\n\nStrategic Leadership\nCollaborate with wider business teams to align service desk operations with organisational objectives.\n\nContribute to the development and delivery of service improvement plans.\n\nHelp shape future service offerings and support strategies.\n\nAbout You\nTo be successful in this role, you'll have:\nA minimum of 5 years' experience in IT support or service desk management.\n\nProven experience leading and developing technical support teams.\n\nStrong knowledge of IT Service Management (ITSM) platforms, ideally ConnectWise.\n\nExperience with Microsoft 365 administration and modern workplace technologies.\n\nA solid understanding of service management frameworks, including ITIL.\n\nExcellent communication, stakeholder management, and problem-solving skills.\n\nA customer-focused mindset with a passion for delivering exceptional service.\n\nMake an impact at Infuse Technology\nWe’re a friendly, forward-thinking IT managed service provider based in the Midlands, and we’re growing!\nFrom cybersecurity to infrastructure, we support businesses with practical, powerful tech solutions that work.\nWe’re not your typical IT company, either. We’re a collaborative, people-focused team that genuinely cares about making a difference, both for our clients and for our team.\nIf you’re looking for a role where you can make an impact, develop your skills, and be part of a supportive, ambitious team, you’ll fit right in.\nWhy join us?\nWe believe great work comes from a great working environment. Here’s what you can expect when you join PKF Infuse:\nA relaxed “dress for your diary ” culture\n\n25 days’ holiday plus bank holidays, plus your birthday off, on us\n\nThe option to reduce your hours for more time off (buying more holiday time)\n\nKudos rewards to celebrate those who go the extra mile\n\nReferral bonuses when you introduce new clients or team members\n\nLife assurance for peace of mind\n\nCashback on everyday healthcare (including dental and physio) via Healthshield health cash plan\n\nCompany pension scheme\n\nDiscounts on retail, leisure, and more with the PKF Smith Cooper Rewards Scheme\n\nHow to apply\nThink you’re the right fit? We’d love to hear from you.\nHave questions? Email  or call 01332 332021\nPlease note: We’re unable to consider applications from candidates who require visa sponsorship.\nNo agencies unless we’ve contacted you directly.","description_format":"text","description_chars":4855,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T08:20:52Z"}],"visa":[],"liveness":{"score":33,"band":"fade","label":"Fading","p_open":1,"p_active":0.608,"p_room":0.55,"age_days":36,"expected_fill_days":26,"reasons":["conf:2","win:tail"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/infusetech-service-desk-manager","json_url":"https://alion.io/job/infusetech-service-desk-manager.json","meta":{"generated_at":"2026-10-18T13:47:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20494,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4428152},"rest":"https://alion.io/mcp/rest/get_company?id=4428152"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finfusetech-service-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finfusetech-service-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finfusetech-service-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/infusetech-service-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finfusetech-service-desk-manager"}]}