Job Description

IT Support Desk Manager
Location: Lichfield
Salary: 45,000 - 60,000 (dependent on experience)
Construo Recruitment is seeking an experienced IT Support Desk Manager to lead and develop our IT service desk team. You'll oversee a group of 15 technicians ranging from 1st to 3rd line, including an international support team, and take full ownership of the desk's performance and growth.
This is more than just day-to-day management, it's an opportunity to shape, refine, and transform the way we deliver IT support. You'll strengthen frameworks, improve efficiency, raise CSAT scores, and harness technology (including Datto Autotask and AI) to deliver faster, smarter service to our clients.
Key Responsibilities
Lead and continuously improve service desk frameworks, processes, and standards
Take full accountability for service desk outcomes, efficiency, and client satisfaction
Increase first-time fix rates and drive improvements in CSAT scores
Maximise the use of Datto Autotask (or similar tools) across ticketing, reporting, and automation
Explore and implement AI solutions to improve support delivery and response times
Provide escalation support for complex technical issues
Analyse ticket trends and initiate proactive improvements
Support team development through 1:1s, training, objectives, and appraisals
Maintain strong client relationships through professional communication and service reviews
What We're Looking For
Proven experience leading and improving an IT service desk team
Strong knowledge of ITIL or similar service management frameworks
Demonstrated success improving service desk KPIs (efficiency, CSAT, resolution times)
Hands-on experience with Datto Autotask or similar RMM/PSA platforms
Understanding of how AI can be applied to IT support
Technical knowledge of Microsoft environments (Windows Server, Active Directory, Office 365)
Strong leadership and communication skills, with the ability to influence across teams
Personal Attributes
A practical, people-first leader with a collaborative mindset
Data-driven and process-focused, with an eye for continuous improvement
Confident decision-maker, adaptable to change and fast-moving environments
Benefits
Competitive salary of 45k-60k (depending on experience)
22 days annual leave + loyalty days + 8 bank holidays
Employer pension contributions
Medicash health benefit after 6 months
Ongoing training and professional development opportunities
Team-building activities and incentives
Recognition and rewards for performance and commitment

Skills Required