Service Desk Manager

Location: Edinburgh/ Leeds
Reporting to: Head of Service Delivery

About the role

At Air IT, service excellence is at the heart of everything we do. As our Service Desk Manager, you’ll play a pivotal role in leading, motivating and developing a high‑performing Service Desk team that delivers a consistently excellent, customer‑focused experience.

You’ll be accountable for service quality, team capability and operational efficiency, balancing client satisfaction with business objectives, profitability and continuous improvement. This is a key leadership role where you’ll help shape how our Service Desk evolves to meet the needs of our clients today – and in the future.

What you’ll be doing

• Leading and inspiring the Service Desk team to deliver a high‑performing, customer‑focused support service
• Ensuring the team is appropriately skilled, supported and resourced to meet current and future demand
• Maximising the performance of team leaders and technical engineers through clear objectives, regular 1‑to‑1s and ongoing development
• Owning and delivering against service performance measures, using insight and data to drive improvement
• Building strong, trusted relationships with clients and maintaining clear, effective communication channels
• Producing regular reporting to track performance against agreed targets
• Setting, tracking and reviewing team leader objectives to drive service excellence
• Owning, maintaining and embedding Service Desk processes and procedures
• Working closely with Project teams to ensure new services, customers and acquisitions are smoothly integrated with a positive customer experience
• Acting as an out‑of‑hours management escalation point when required
• Ensuring information security standards are met by complying with the ISMS and all relevant policies

What we’re looking for

Essential experience and skills:

• Proven experience leading and managing a Service Desk function
• Experience managing major incidents in a fast‑paced environment
• Strong communication skills, with the ability to engage both technical and non‑technical audiences
• Experience working within an MSP or similar environment
• Ability to remain calm and effective under pressure
• Flexibility with working hours when business needs require it

Desirable:

• ITIL certification
• A previous technical background
• A current and valid driving licence
• Experience using ConnectWise

Why join Air IT?

At Air IT, our people make the difference. We’re passionate about developing our teams, delivering brilliant service to our clients and creating an environment where everyone can do their best work. You’ll be joining a supportive, collaborative business that values growth, innovation and doing the right thing.

The Benefits

Joining Air IT means unlocking a world of perks and opportunities, including:

Health & Wellbeing

• Virtual GP (24/7 access for you & family)
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance & Income Protection

Time Off & Life Balance

• Celebration Day
• Annual Leave Purchase Scheme
• 2 Paid Volunteering Days
• Enhanced Family Leave

Financial & Lifestyle Perks

• Cycle to Work & Technology Vouchers
• Discounts via Perks at Work
• Pension Scheme

Optional Benefits (Opt‑In)

• AirPerks flexible benefits
• EV Car Scheme (launched Feb 2026)
• AirPerks Rewards Platform (shopping discounts, AirCoins, recognition)

Additional Highlights

• Hybrid working options
• Learning & development
• Social events, competitions & incentives
• Discount & Cashback Scheme
• Life Insurance, EAP & Virtual GP

We are committed to fostering an inclusive, equitable, and diverse workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, communities, and experiences. If you require any adjustments during the recruitment process, please let us know.

No Agencies Disclaimer:
Air IT manages all recruitment directly. While we occasionally engage approved agencies for specific needs, we do not work with agencies for our standard roles. We kindly ask that agencies do not contact us or submit unsolicited CVs, as these will not be considered and no fees will be payable. If we require agency support, we will reach out to our selected partners directly.