IT Service Desk Manager

TL;DR

IT Service Desk Manager: Overseeing daily service desk operations and technical support delivery with an accent on process optimization and service level management. Focus on developing high-performance teams, driving continuous service improvement initiatives, and fostering data-driven support workflows.

Location: Based in Edinburgh, United Kingdom; hybrid working model.

Company

hirify.global provides an end-to-end cyber resilience platform designed to help businesses manage, secure, and recover through AI-powered technology and scalable infrastructure.

What you will do

• Lead and oversee daily service desk operations, including staff assignments and shift coverage.
• Drive continuous service improvement by monitoring critical KPIs and fostering data-driven decision-making.
• Mentor, train, and manage the performance output of the technical support team.
• Maintain and enhance enterprise Incident, Problem, and Knowledge management processes.
• Collaborate with internal stakeholders to integrate valuable IT services and coordinate cross-site projects.
• Coordinate technical support for corporate events and off-site meetings.

Requirements

• 3+ years of professional people management or team lead experience.
• Broad technical knowledge covering desktop administration, email management, Microsoft tools, and Atlassian Suite.
• Strong capabilities in structured problem-solving and service analysis.
• Exceptional customer relationship skills and executive presence.
• Ability to coordinate and manage communication across all organizational levels.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Hybrid working model centered on trust and flexibility.
• Generous paid time off and observed holidays.
• Customized learning and professional development experiences.
• Employee stock purchase program and volunteer opportunities.