Are you ready to take on a pivotal role that blends leadership, innovation, and client satisfaction? We're seeking a Regional Service Desk Manager to lead our passionate team to new heights of excellence. Reporting directly to the Regional Managing Director, you'll be at the forefront of delivering top-tier service that exceeds client expectations while driving business success.

Your Mission:

As the Service Desk Manager, you'll be the driving force behind our service desk leadership team and when needed, our engineering team. Your primary goal? Ensuring the delivery of a high-performing service that not only meets but surpasses client needs, all while maintaining profitability. You'll spearhead team evolution to meet the innovative demands of our clients, provide career pathways for our engineers, and foster personal development at every turn.

What You'll Do:

  • Lead our service desk team to deliver exceptional service with a focus on customer engagement.
  • Ensure our team is equipped with the skills and resources needed to tackle current and future demands.
  • Maximize team performance through goal-setting, regular 1-2-1 meetings, and support for personal growth.
  • Hit service performance targets and track progress through regular reporting.
  • Cultivate strong client relationships to ensure effective communication channels.
  • Own, maintain, and embed service desk procedures for consistency and efficiency.
  • Collaborate with the project team to seamlessly integrate new services, customers, or acquisitions.
  • Serve as an out-of-hours management escalation point when necessary.
  • Uphold information security standards in accordance with our Information Security Management System (ISMS) and relevant policies.

Qualifications We're Looking For:


  • Proven experience managing and leading a Service Desk.
  • Proficiency in major incident management.
  • Exceptional communication skills.
  • Background in an MSP.
  • Ability to thrive under pressure.
  • Flexibility with working hours.


  • ITIL certification.
  • Previous technical background.
  • Current and valid driving license.
  • Experience with ConnectWise.


Compensation Packages: We offer more than just competitive pay – it's a remuneration package designed to make you feel truly valued.

Generous Time Off: Enjoy a whopping 25 days of annual leave along with bank holidays. Plus, you have the flexibility to buy or sell up to 5 days to tailor your time off to your needs.

Your Well-being Matters: We've got you covered with private medical insurance or the option to personalise your plan according to your preferences.

Rewards Galore: Get ready to be celebrated! Our quarterly and annual staff awards recognise your hard work and dedication. And that's not all – enjoy funded social events and referral bonuses as tokens of our appreciation.

Fuel Your Growth: Explore endless possibilities with our exceptional learning and development opportunities. It's not just a job – it's a journey of growth and self-discovery.

Pedal Your Way to Savings: Embrace a healthier lifestyle with our cycle to work scheme. It's not just about reducing your carbon footprint; it's about saving money while staying fit and active.

Tech-tastic Perks: Upgrade your tech game with our technology vouchers. From the latest gadgets to must-have accessories, the possibilities are endless, and the choice is all yours.

Ready to Make Your Mark?

If you're passionate about driving service excellence, fostering team growth, and exceeding client expectations, we want to hear from you! Join us in Northwich and embark on a journey where innovation meets impact. Apply now and boost your career at Air IT!


Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.

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