Technical Service Desk Manager

About the Role

We’re looking for a Technical Service Desk Manager to lead Air IT’s newly established centralised 3rd line team. This is a unique opportunity to combine service desk management with strategic leadership, driving technical development, certification alignment, and continuous improvement initiatives. If you’re passionate about building high-performing technical teams and shaping the future of service delivery, this role is for you.

What You’ll Do

Leadership & Management

• Lead and manage the 3rd line team, ensuring alignment with Air IT’s strategic goals.
• Oversee day-to-day operations including resource planning, performance management, and service delivery.
• Foster a culture of technical excellence, collaboration, and innovation.
• Mentor and coach engineers, supporting their professional growth.
• Own and manage major incidents impacting technical teams.

Skills Development & Training

• Coordinate skills assessments, role mapping, and tower alignment.
• Drive progression through Skills Streams and certification pathways.
• Collaborate with L&D and external vendors to deliver training.
• Track certification progress and maintain a skills matrix.
• Organise study groups, mentoring sessions, and mock exams.

Service Delivery & Quality

• Monitor and improve incident resolution times and escalation rates.
• Enhance CSAT and internal satisfaction scores.
• Ensure knowledge base contributions and documentation standards.
• Lead monthly Tech Talks and promote cross-tower collaboration.
• Analyse performance metrics and implement service improvements.

What We’re Looking For

Essential:

• Proven experience managing a technical service desk or support function.
• Strong understanding of ITIL principles and service management best practices.
• Experience in technical training, mentoring, or team development.
• Excellent communication, leadership, and stakeholder management skills.

Desirable:

• Certifications in Skills Streams (e.g., VMware VCP, CCNP, Azure Admin).
• Experience with certification tracking tools and skills assessment platforms (e.g., SFIA).

Success Metrics:

• Increased certification rates across the team.
• Reduced escalation rates and improved CSAT scores.
• Enhanced knowledge sharing and technical excellence.

Why Join Us?

Joining Air IT means unlocking a world of perks and opportunities, including:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

At Air IT we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.