Service Desk Manager

Are you ready to take the next big step in your career? Air IT, a leading MSP with a proven track record and a promising future, is on the lookout for a Service Desk Manager to guide our talented team and ensure the delivery of exceptional IT and Cyber Security services.

About Air IT

Since our inception in 2005, we’ve grown from strength to strength, merging nine leading companies into one incredible family with more on the horizon. With a nationwide presence and a portfolio of regional, national, and industry awards, we’re proud of our innovation, growth, and dedication to success.

We’ve got a clear mission: Empower our teams to bring out the best in people and deliver unrivalled support to SMEs across the UK.

The Role

As Service Desk Manager, you’ll take the reins of our Service Desk Team, driving customer engagement and ensuring world-class service delivery. Your leadership will be instrumental in setting and reviewing the strategic direction of our service desk operations while maintaining and embedding best practices.

Key Responsibilities:

• Lead, equip, and resource the Service Desk Team to meet client demands.
• Drive service performance and propose innovative improvements.
• Ensure smooth implementation of new services, customers, and acquisitions.
• Build and nurture strong client relationships.
• Oversee service review meetings and provide progress reporting.
• Participate in our out-of-hours management escalation process.

About You

We’re looking for someone who can bring leadership and expertise to the table:

• Proven experience managing and leading a service desk.
• A technical background and experience in an MSP environment.
• Exceptional communication skills and the ability to lead teams, including managers.
• Major incident management experience is advantageous.

Experience with ConnectWise and flexibility with working hours are a bonus. A full, valid driving licence would also be beneficial.

The Perks

We offer more than just a job; we provide a platform for growth and work-life balance.

• Hybrid working options for flexibility.
• 25 days annual leave + bank holidays.
• Ongoing learning and development opportunities.
• Cycle to work scheme and technology vouchers.
• Enhanced family leave and a special Celebration Day off for personal milestones.
• Paid volunteer days to make a difference in your community.
• Pension, Group Income Protection, and Life Insurance.
• Access to EAP and Virtual GP services, and much more.

At Air IT, we’re all about inclusivity. We believe a diverse team drives better outcomes, and we’re proud to be an equal opportunities employer.

Ready to lead and inspire? Take the next step in your career journey and join a company where you’ll truly make an impact.

Apply today!