Service Desk Manager
| Posting date: | 31 March 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive Salary and Hybrid Working at our Amazing Leeds Office + Other Perks! |
| Hours: | Full time |
| Closing date: | 30 April 2026 |
| Location: | LS12 6LL |
| Company: | thebigword |
| Job type: | Permanent |
| Job reference: | 2b5c7b75a0464ef294de |
Summary
Your Role in Action – Key Responsibilities
Lead & Inspire
- Own the Product Support function with confidence, bringing clarity, structure, and energy to a globally distributed team.
Design How We Work
- Shape the operating model — define smart processes, clear workflows, and the measurable outcomes that show we’re succeeding.
Level Up Our Support Experience
- Continuously evolve our support platform, boosting efficiency while still delivering customer experiences we’re proud of.
Automate & Optimise
- Hunt for opportunities to streamline and automate, using data insights to focus on improvements with the biggest impact.
Collaborate Across Teams
- Partner closely with Product and Engineering, ensuring smooth communication, seamless handovers, and a truly connected way of working.
The Perfect Match: Your Skills & Talents
- Strong grasp of ITIL-based Service Management and love putting best-practice thinking into real-world action.
- Know Zendesk like an old friend — configuration, reporting, optimisation… you’re confident making it work smarter, not harder.
- Always looking for ways to improve things, using data, metrics, and user feedback to fuel continuous improvement.
- Communicate clearly and confidently, building great relationships with stakeholders and adapting your style to suit the audience.
- Technically fluent and great at translating complex information into language everyone can understand.
- Bring 3+ years’ experience in a Service Desk Manager or similar role, and you're ready to take on more.
- Have an ITIL Foundation certification, with higher-level qualifications being a welcome bonus.
- Understand the key pillars of great service — incident, problem, change, and knowledge management — and you’ve used Zendesk to support them effectively.
- Excellent stakeholder management, written and verbal communication skills.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.