Job Title: Service Desk ManagerLocation: Halifax (Hybrid - 4 days office 1 day from home)Salary: £55,000 to £65,000 (depending on experience) with a great benefits packageFruition Group have a great opportunity for an experienced Service Desk Manager to join one of the UK''s quickest growing companies with a strong focus on leadership, service improvement and customer care.As a Service Desk Manager, you''ll be responsible for dealing with stakeholders, being the point of escalation, and growing the reputation around support.Service Desk Manager ResponsibilitiesLead, coach, and develop a multisite team of 1st to 3rd line IT Support Analysts.Oversee daily operations of the IT Service Desk, ensuring SLAs are met across incident, request, and problem management.Act as the primary escalation point for major incidents, coordinating resolution and stakeholder communication.Own and improve ITSM processes including incident, problem, request, change, and major incident management.Monitor service desk KPIs.Ensure smooth collaboration across infrastructure, development, and platform teams.Maintain excellent service quality and communication with internal and external users.Promote a culture of continuous improvement and customer service excellence.Contribute to IT strategy by identifying automation opportunities and service enhancements.Service Desk Manager RequirementsProven experience managing an IT Service Desk or Technical Support function.Strong working knowledge of ITSM frameworks