IT Service Desk Manager

**IT Service Desk Manager** Hazlewoods is proud to be one of the largest independent chartered accountants and business advisers in the Southwest, with over 600 dedicated professionals across Gloucestershire, Bristol, and Cardiff. **About the Role** Hazlewoods is looking for an experienced **IT Service Desk Manager** to lead a team of up to five, ensuring smooth and efficient IT support for employees across all offices. This is a hands\-on management role requiring strong technical expertise and excellent leadership and organisational skills. **Key Responsibilities** * Lead, mentor, and develop the Service Desk team. * Manage IT Service Management processes and maintain the ISM tool. * Handle escalations, provide 2nd line technical support, and oversee 1st/2nd line processes. * Maintain accurate asset records and manage IT stock levels. * Produce documentation, reports, and maintain the Service Desk knowledge base. * Work with the IT Director on Service Management strategy and process improvements. * Ensure laptops and smartphones meet company standards. * Organise shifts, site visits, and employee IT inductions. **What We’re Looking For** * Minimum 2 years’ experience leading an IT support team. * Strong technical skills: Windows 10/11 configuration and Microsoft 365\. * Experience with IT Service Management systems. * Excellent communication and customer service skills. * Ability to work under pressure and manage multiple priorities. * Full UK driving licence (travel required). **Desirable Skills** * Knowledge of Windows Server, Active Directory, Azure, Intune, Citrix, Ivanti products, networking, and project management. Ability to commute/relocate: * Cheltenham GL51 0UX: reliably commute or plan to relocate before starting work (required) Experience: * Leading a small team in Service Desk or Help Desk: 2 years (required) Work authorisation: * United Kingdom (required) Work Location: In person