IT Service Desk Manager

IT Service Desk Manager Hybrid/Tunbridge Wells | Unlimited Holiday | Deliver exceptional support, stronger teams and better customer outcomes. Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services. With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central. We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure. Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment. We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs. Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry. Role Overview: The Service Desk is central to the customer experience. When it performs well, customers remain productive, incidents are resolved quickly and technical teams can focus on higher-value work. As IT Service Desk Manager, you will take ownership of the performance and continual improvement of our First and Second Line teams. You will turn service data into better decisions, reduce recurring issues and create an environment where engineers can perform, develop and progress. Your role is to ensure customers receive a consistent, responsive and secure service across Microsoft Modern Work, cloud and hybrid environments, while maintaining the operational controls required by Cyber Essentials Plus and ISO 27001 What you'll be doing: Service performance Own the day-to-day performance of the Service Desk. Use service data, ticket trends and customer feedback to protect SLAs, improve first-contact resolution and address performance gaps before they affect customers. Incident and escalation leadership Provide clear ownership during complex tickets, major incidents and service disruption. Bring the right technical teams together, maintain momentum and ensure customers and internal stakeholders receive clear, timely communication. Capacity and commercial control Plan resources around ticket demand, service commitments and escalation requirements. Balance workloads, maintain effective on-call coverage and ensure time recording accurately supports customer billing and service delivery. Team performance and development Set clear expectations for First and Second Line engineers, provide practical coaching and create structured development pathways. Help engineers build relevant Microsoft, security and service management knowledge while enabling progression into wider technical and consultancy roles. Service improvement Use root cause analysis, automation, knowledge management and shift-left opportunities to reduce avoidable demand. Improve how tickets are triaged, documented, routed and resolved so that the Service Desk becomes more effective as it grows. Governance and customer confidence Maintain service processes, access controls and working practices in line with ITIL principles, Cyber Essentials Plus and ISO 27001 obligations. Ensure customers experience a professional, secure and dependable service throughout the lifecycle of an incident The kind of problems you’ll solve Ticket volumes are rising, but the available team capacity is not being used effectively. Customers are waiting too long for updates, resolution or escalation. Too many issues are being passed between teams rather than resolved at first contact. Tickets are being reopened because the underlying problem has not been fully addressed. Major incidents require faster coordination, clearer ownership and better communication. Engineers need clearer development routes and practical support to progress from First Line to Second Line and beyond. Service data highlights performance issues, but it is not consistently being turned into corrective action. Processes need to remain efficient while meeting security and compliance requirements. What sets you apart You take ownership of outcomes rather than waiting for problems to escalate. You use data to understand what is really happening, but do not manage people through numbers alone. You can balance speed, quality, customer experience and commercial reality. You stay calm during service disruption and bring structure to complex situations. You set clear standards while giving engineers the coaching and support needed to reach them. You look beyond individual tickets to identify patterns, remove recurring problems and improve the wider service. You communicate technical issues in a way that customers and business stakeholders can understand. You treat security and compliance as part of good service delivery, not as a separate exercise. Your impact: On the business: You create a Service Desk that can support customer growth without allowing service quality, operational control or engineer productivity to decline. Better capacity planning, accurate time recording and stronger performance management improve both service delivery and commercial visibility. On customers: Customers receive quicker resolution, clearer communication and fewer repeat issues. They gain confidence that their Microsoft 365, Azure, endpoint, identity and hybrid environments are supported by a team that understands both productivity and security. On team performance: Engineers receive clearer expectations, more useful coaching and visible development routes. The result is a more capable, accountable and engaged Service Desk that can resolve more at first contact and create stronger technical talent for the wider business What it's like here: Ambitious, but not political High standards, but pragmatic People who care about doing things properly — not just hitting numbers You’ll get: Real ownership of how sales evolves Freedom to change things that don’t work A team open to being challenged and developed Direct access to leadership and influence over direction What you get: Unlimited annual leave Private healthcare, life assurance, company shares Electric car scheme Flexible / remote working (with access to Tunbridge Wells & Paddington) Team and company socials, including Illuminate Awards