Service Desk Manager

Location: Derby Head Office

Job Description

Are you a customer focused and driven experienced Service Desk Manager? Are you keen to implement change and ensure your team delivers exceptional service at all times?

The successful candidate will be tasked to manage the performance of the Node4 Service Desk, providing First Line support to clients (internal and external) ensuring that service levels and KPIs are achieved and that the customer experience delivered is of an industry leading standard.

Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, achieving defined metrics/benchmarks, and that processes and standards are being fully followed and achieved.

Our First Line Support Team currently has 18 members of staff, providing a 24 x 7 point of contact. The role is crucial in ensuring that Node4 deliver the best possible customer experience across the full breadth of Node4’s products and services. Experience of delivering results in a similar role is essential.

Key Responsibilities

Act as escalation point and manage all IT Service Desk activities to the organisation.

Lead the team in delivering exceptional service as a standard.

Providing day-to-day management and leadership of the Service Desk and promoting a strong team ethic.

Regularly monitor client perception and satisfaction levels.

Managing continuous Service Improvement.

Determine root cause of issues, trend, incidents, problems and implement controlled changes.

Implement IT best practice to drive continued customer service excellence.


Some Essential Skills

  • Demonstrable experience in a similar role within professional services
  • Relevant experience of managing, mentoring and developing a small, strong technical support team.
  • Ability to communicate effectively with non-IT stakeholders regarding technical matters.
  • Hold a current ITIL or recognised equivalent qualification
  • Experience of maintaining and enhancing systems and support tools used within the Service Desk environment
  • Must have experience with ServiceNow

Ready to Apply?

To apply, please submit a CV and cover letter to Recruitment Manager, David Wilson at
No agencies please.