Service Desk Manager

Are you a dynamic leader with a passion for delivering exceptional IT support? Do you thrive in a fast-paced environment where customer satisfaction and team development go hand in hand? If so, Air IT is looking for you.

We’re seeking a Service Desk Manager to lead and inspire our service desk leadership team—and where needed, our engineering team—to deliver a high-performing, customer-focused service. You’ll play a key role in shaping the future of our service delivery, ensuring we not only meet but exceed client expectations while driving operational efficiency and profitability.

What You’ll Be Doing

• Leading the service desk team to deliver outstanding customer engagement and service performance.
• Ensuring the team is skilled, resourced, and ready to meet current and future demands.
• Coaching and developing team leaders and engineers through regular 1-2-1s and clear objectives.
• Building strong client relationships and maintaining effective communication channels.
• Tracking and reporting on service performance and progress against KPIs.
• Owning and embedding service desk procedures and best practices.
• Supporting the integration of new services, customers, and acquisitions.
• Acting as an escalation point for out-of-hours service issues.
• Upholding our ISO27001-aligned Information Security Management System (ISMS).

What We’re Looking For

Essential

• Proven experience managing and leading a high-performing Service Desk.
• Strong background in major incident management.
• Excellent communication and interpersonal skills.
• Experience in a Managed Service Provider (MSP) or similar environment.
• Ability to remain calm and effective under pressure.
• Flexibility with working hours.

Desirable

• ITIL certification.
• Previous technical background.
• Experience with ConnectWise.
• Full, valid UK driving licence.

Why Join Air IT?

At Air IT, we’re passionate about people—our clients and our team. You’ll be part of a collaborative, forward-thinking environment where innovation is encouraged, and your development is supported. We offer a clear career pathway, ongoing training, and the opportunity to make a real impact.

Ready to lead from the front and shape the future of our service delivery?