Service Desk Manager

Service Desk Manager

Liverpool, Merseyside | Salary negotiable | Permanent

Published: 03.08.22 Ref: BBBH39222_1659521403

Service Desk Manager required to join one of the largest retailers in the UK.

They are a company you will have defiantly heard of with over 700 retail stores spread right across the UK and they don't plan on stopping anytime soon! They are going through a period of digital transformation with huge investment into their eCommerce capabilities and technology playing a key part in their ongoing success. They have made some key senior hires who are committed to improving their digital landscape and you will have the opportunity to contribute and shape the platforms of a hugely ambitious organisation.

As the Service Desk Manager, you will act as a key resource in managing customer's and stakeholders' expectations of IT Services through working with third parties, internal departments, and specialist IT functions. You will be the supervisor and main escalation point to the Service Desk while also assisting the divisional IT managers to make sure they are still providing their services in a measurable way whilst also adding value to the company.

You will have the following Skills/Experience

** Have the ability to engage stakeholders at all levels of the organisation

**Ability to quickly identify incident/problem causes and escalate accordingly.

**Ability to manage and resolve competing priorities

**Understanding of end-to-end service delivery accountability

**Knowledge of IT Incident and Problem Management processes and principles

**Partnering with third-party service providers to deliver business benefit

**Experience preferred with but appreciation acceptable with regards to IT Security and Security tools and principles

**Good understanding of 1st and 2nd line support functions and a good understanding of technical issues (i.e. Windows, Office, Applications, etc.)

**Experience of team leadership and Service Delivery roles desirable.

**ITIL foundation qualification or relative experience in ITIL framework advantageous.

The role is primarily office based (45 minutes from Liverpool City centre) however there is some flexibility around home working which can be discussed with your manager. They have a competitive salary coupled with a strong benefits package.

If you're looking to become part of a company that offers hands-on training, progression and exposure to modern technology, please apply and call Nathan.


We can help you prepare interviews and offer some great tips to help candidates get the best possible start.


Before we assess a candidate and put them forward, we’ll do a phone interview to get a better understanding of the type you’re looking for, your goals and plans.


We know exacly what employers are looking, especially our clients, because they told us. We can help you prepare for the interview and shape up for meeting their team.


Personal branding is a term you may or may not be familiar with. In our connected world, it pays to be fully prepared for what happens when employees search your name.

Our clients


Compared to other recruiters I have worked with she seemed genuinely interested in helping me with my job search rather than just fulfilling quotas.

Software Developer – Lincoln

I can say with total sincerity I’ve never dealt with a more professional, knowledgeable and personable recruitment firm in fifteen years of contracting. They helped my wife and I relocate to Edinburgh with our five month old son and it’s in no small part to their tips and recommendations that we’ve settled in so quickly.

Transformation Consultant – Leeds

Never have a I met a recruiter like him, who embeds himself in the community so thoroughly in a way that could only be genuine. From our conversations, he has shown an understanding of the industry I would expect from a local CTO.

MI Analyst – Bolton

He goes out of his way to ensure you are prepared for your interview and I particularly appreciated his professional no nonsense approach to working with me to find a new position.

Infrastructure Architect – Glasgow

He stood out in a world of poorly informed, unreliable and frankly annoying recruiters as a breath of fresh air.

Data Scientist – Manchester

A friend looking after me, that’s how I felt. His friendly character made the whole process way easier and enjoyable, he also managed to get me one of the most interesting work opportunities. I’m really glad our paths have crossed.

Software Engineer - Edinburgh

He is the most honest, thorough and experienced recruitment consultant I have ever dealt with. If he can’t help you, he’ll tell you rather than spinning a yarn and putting you forward for jobs that aren’t suitable.

Technical Author – Edinburgh

She was friendly, communicative and informative, talked me through the process and gave me good advice at every stage.

Software Engineer – Manchester

I have had dealings with the majority of recruitment agencies in this country and beyond. He really stands out from the crowd and the IT industry would benefit from more people like him.

Software Developer – Glasgow

Equal parts friendly and professional, never once coming across as simply going through the motions and made the whole thing as painless as possible for all parties

Software Developer – Glasgow

She even was able to help get a firmer offer as I was offered two roles on the same day. I felt she went over and above to get the best offer she could for me without selling myself short.

QA Engineer – Glasgow

Absolutely fantastic throughout my interview process, and I cannot recommend him highly enough! First of all, he is an absolutely brilliant communicator and extremely reliable. On top of all of his brilliant recruitment skills, it was amazing to see how genuinely excited he was for me when I received my offer. This truly conveyed to me how much he cares about his clients.

Software Engineer – Edinburgh

It was a breath of fresh air – She is professional and approachable and will be there to help you every step of the way. Other recruiters give you the hard sell and the ‘best friend routine’ to get you on board and then just leave you guessing, but not here… She’s the real deal

Solutions Architect – Glasgow

THE BEST test recruiter I’ve had the pleasure of working with, from start to finish. She provided me with training resources and is an organiser and participant in testing events. She really has taken the time to fully understand the testing principles.

Test Analyst – Aberdeen

I’ve never written a recommendation for a recruiter before, so it must show how impressed I am!

Software Developer – Northampton