IT Service Desk Manager (Swansea Based)Green Light Technology Solutions • Swansea, Wales, United Kingdom
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IT Service Desk Manager (Swansea Based)
Green Light Technology Solutions
- +2
- Swansea, Wales, United Kingdom
- +2
- Swansea, Wales, United Kingdom
About
Are you ready to lead a dynamic team in delivering cutting-edge IT support services? We are seeking an experienced *Service Desk Manager* to head our Service Desk team based in Swansea. This is your opportunity to make a significant impact within a fast-paced and client-focused *Managed IT Services* environment.
*Why Join Us?*
As a trusted Managed IT Provider, we pride ourselves on delivering exceptional service to businesses across the region. You'll be at the forefront of IT innovation, managing a skilled team, supporting a diverse client base, and driving continuous improvement to maintain our reputation for excellence.
* *Location*: Swansea
* *Working Hours*: 37.5 hours per week
* *Holiday Entitlement*: 28 days per year (inclusive of bank holidays)
* *Driving Licence*: Required
*The Role*
As our *Service Desk Manager*, you will oversee the delivery of IT support to our clients, ensuring that technical issues are resolved efficiently and professionally. This role requires a mix of hands-on technical expertise, leadership skills, and strategic vision to enhance our IT services. Reporting to the Managing Director, you will play a vital role in aligning our IT Service Delivery with the overall business objectives.
*Key Responsibilities *
*Leadership & Team Management*:
* Lead, inspire, and develop a team of service desk technicians to deliver exceptional IT support.
* Create a collaborative and positive team culture focused on delivering outstanding client experiences.
* Conduct regular performance reviews, identify skills gaps, and implement training and development plans.
*Service Desk Operations:*
* Manage the day-to-day operations of the Service Desk to ensure all incidents, service requests, and inquiries are resolved promptly.
* Act as the final escalation point for complex technical issues, ensuring timely resolutions and high customer satisfaction.
* Monitor and report on service desk performance metrics to ensure SLAs and KPIs are consistently met or exceeded.
*Continuous Improvement:*
* Collaborate with the Managing Director to refine processes, systems, and service delivery models to drive efficiency and innovation.
* Maintain and improve the knowledge base, ensuring all technicians have access to accurate, up-to-date information.
* Identify opportunities to introduce new tools, technologies, or methodologies to enhance service quality.
*Technical Support:*
* Provide hands-on technical assistance to the service desk team and directly support high-priority client issues.
* Offer strategic input into IT service delivery, ensuring solutions align with client and business needs.
*What We’re Looking For*
We’re seeking a motivated leader with a passion for delivering exceptional IT services in a managed services environment.
*Essential Skills and Experience*
*Proven Experience:*
* Demonstrated success in a supervisory role within an IT service desk environment, preferably in Managed IT Services.
*Technical Expertise:*
* Hands-on experience with *MSP* *RMM* tools.
* Proficiency in *Office 365* (Exchange Online, SharePoint, OneDrive).
* Strong understanding of N*etworking Concepts*: TCP/IP, firewalls, VLAN and troubleshooting.
* Expertise in *Windows Server OS*, Active Directory, Terminal Server, Hyper-V, *Azure/Entra ID*, Intune and MDM.
* PowerShell scripting experience for process automation and troubleshooting.
* Experience with Hosted VoIP systems and related applications.
*Leadership & Communication*
* Exceptional people management and mentoring skills.
* Outstanding communication skills, with the ability to explain technical concepts to non-technical clients.
*Customer Focus*:
* A proven track record of delivering outstanding customer service and maintaining high client satisfaction levels.
* Demonstrated ability to manage client expectations effectively, ensuring clarity and transparency in all communications.
* Strong ability to gather and act on client feedback to continually improve service delivery.
* Capable of aligning IT services with client business objectives, adding measurable value to their operations.
*What Sets You Apart*
* Passion for innovation and staying ahead of IT trends.
* A proactive approach to problem-solving and continuous improvement.
* The ability to thrive in a fast-paced, client-focused environment.
* The ability to quickly learn and understand new technology.
*What We Offer*
* A chance to lead and shape the Service Desk function in a growing IT services business.
* A supportive and collaborative work environment.
* Exposure to diverse IT environments and technologies.
* A positive and professional work environment where your ideas and contributions are valued.
* The opportunity to make a real difference to clients’ businesses by delivering IT solutions that drive their success.
This role will require occasional travel to client sites, so a full driving licence is essential. If you’re an experienced IT professional with a passion for leadership, innovation, and delivering exceptional service, we’d love to hear from you.
*Apply now and take the next step in your career with a leading Managed IT Services Provider!*
*Applicants will need to be in a commutable distance to Swansea.*
Job Type: Full-time
Pay: £40,000.00-£50,000.00 per year
Benefits:
* Company pension
* Discounted or free food
* Employee discount
* Free parking
* On-site parking
Application question(s):
* Can you commute to Swansea on a daily basis
Education:
* Bachelor's (preferred)
Experience:
* Managing a Team: 1 year (preferred)
* Technical support: 2 years (required)
Language:
* English (required)
* Welsh (preferred)
Licence/Certification:
* Driving Licence (required)
Work Location: In person
Reference ID: Service Desk Manager
Expected start date: 24/11/2025
Nice-to-have skills
- Active Directory
- People Management
Languages
- English
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