Service Desk and Support Manager

We are looking for an experienced Service Desk and Support Manager to join our Technology Team.

You will manage the team of support engineers to deliver our service desk and technology support function to the business. This role encompasses management of a third-party support company, management of people and shifts to deliver the appropriate levels of support to the business and management of all support escalations. Supporting our project team by accepting changes into business-as-usual is a vital element of this role.

We’re a fast-moving team that provides the technology which enables our colleagues to work efficiently from anywhere. Alongside a busy support function, we introduce exciting new technology to the firm, providing new tools and innovative solutions to assist with the growth and development of Buzzacott.

Key aspects of the role include:

  • Effectively managing, coaching, developing, and training the service desk team.
  • Delivering of excellent service desk operations against key performance indicators and business service level agreements
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and continually improved
  • Contributing to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
  • Maintaining Personal Development Plans for each member of the support team
  • Conducting and sharing results from service and operation performance reviews.


You are the right person for the role if you:

  • Have 5 x GCSEs (A-C), including English
  • Have previous experience in a Service Desk /Support Team Leader role
  • Have experience with ITSM tool
  • Have line management skills & external supplier management
  • Have excellent documentation and reporting skills.

You will have excellent troubleshooting and communication skills with a desire to automate and think of the bigger picture when resolving issues, your outstanding interpersonal skills will allow you to deal with frustrated users at all levels with the ability to remain calm and focused in pressurised environments.

To find out more about the team, please click here.

To find out more about life at Buzzacott, please click here.

To hear from team members across the firm on their experience of life at Buzzacott, please click here.

We have a firmly embedded approach to flexi-time and support flexible working opportunities to help you manage your work-life balance.

If you are interested in this role, we encourage you to apply directly via the “Apply” button at the top of the page. When applying, please include your salary expectations and let us know what interests you about the role. Alternatively, if you would like to talk to a member of our HR Team about the vacancy before applying, contact us at recruitment@buzzacott.co.uk

Please note: Our HR Team review and respond to all applications.

No agencies please.

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