.Job Title: Service Desk Manager Location: Sheffield Salary: £28,000 to £34,000 depending on experience Hours: 9.00am to 5.30pm, Monday to Friday Contract: Full-time, permanent If you''re someone who enjoys bringing structure to a busy team, supporting people day to day and making sure customers receive a consistent level of service, this could be a great next step. We''re working with a growing MSP in Sheffield who are looking for a Service Desk Manager to take responsibility for the performance and development of their support team. You won''t be hands-on technically in this role. Instead, you''ll be focused on people leadership, queue management, coaching, communication and keeping the service function running smoothly. If you like helping others succeed, improving processes and taking ownership of how a service desk operates, you''ll feel at home here. What you''ll be doing: Leading the team Managing the day to day running of the service desk. Coordinating workload, ticket queues and priorities. Holding regular one to ones and performance reviews. Addressing underperformance professionally and consistently. Supporting recruitment and helping new starters settle in. Coaching engineers on communication, ownership and service standards. Driving performance Monitoring SLAs, KPIs and customer satisfaction. Identifying trends and working with the team to reduce repeat issues. Reviewing processes and recommending improvements. Making sure documentation and reporting are ..... full job details .....