Job Title: Service Desk ManagerLocation: ManchesterSalary: CompetitiveJob Type: Permanent, Full TimeAt Netteam tX, we recognise and develop talent, fostering career growth through both lateral and vertical opportunities.About the role:As Service Desk Manager, you will lead a high-performing team with oversight of 3rd Line Engineers, Team Leader (1st/2nd Line) and Vendor Support. You will ensure service excellence using ITIL processes, drive innovation, manage major incidents, optimise service platforms and oversee NOC governance. Responsibilities include but not limited to, designing and improving service desk and NOC processes, ensuring SLA compliance, coordinating with vendors like Oracle, and analysing KPIs to enable data-driven decisions and organisational success.Key Responsibilities:Champion ITIL best practices for service desk and NOC operations to ensure efficient, standardised processes and outstanding customer experiencesManage Level 3 engineers, providing coaching and performance oversight to deliver advanced technical solutionsManage Team Leader, providing oversight of 1st/2nd Line TeamsOversee and enhance customer experience by proactively addressing client needsDesign and optimise workflows using industry standards and stakeholder input for operational excellenceEnsure SLA compliance, lead governance, and implement corrective actions as neededCoordinate NOC processes including escalation, event monitoring, and incident response to maintain service stabilitySuppo