Service Desk Manager

Ruby Energy is seeking a proactive, people-first Service Desk Manager to lead and evolve our frontline IT support. In this strategic leadership role, you’ll take full ownership of service delivery — driving performance, optimising workflows, and fostering a knowledge-first culture. Working closely with the Senior IT Manager, you'll shape the tools, processes, and team behind a seamless IT experience that empowers our business to move faster with confidence.

Please note this role in not a remote role or Hybrid but full time in the office and must be willing to work 5 days per week in Stretford Manchester with the occasion of working 1 day in Fleetwood

Benefits:

• Working hours - Monday to Friday
• Buy & Sell Annual Leave Scheme
• Employee Assistance Programme (EAP)
• Access to Employee Health Scheme
• Career development
• Employee Recognition Incentives
• Company events
• Monthly dress down days
• Tea & coffee facilities & On-site Canteen
• Local discounts / benefits.

Main Responsibilities (but not limited to):

Team Leadership & Coaching

• Manage a team of support engineers, ensuring delivery to high operational standards.
• Provide mentoring, feedback, and structured development plans.
• Embed consistent ticket handling, escalation practices, and service etiquette.
• Encourage ownership, accountability, and a customer-first mindset.

Collaboration & Reporting

• Work directly with the Senior IT Manager to set objectives, review performance data, and implement improvement initiatives.
• Provide regular service level reports and insights into trends, risks, and team capacity.
• Flag recurring issues and operational bottlenecks, proposing fixes or escalation paths

Service Operations & Process Ownership

• Own and maintain all JSM workflows: incident, service request, change, problem, and access management.
• Act as the governance lead for change control — ensuring process compliance and traceability.
• Administer Jira Assets to ensure accurate configuration item records and asset lifecycle visibility.
• Support compliance and internal control alignment across IT service delivery.

Knowledge & Self-Service Enablement

• Design, manage, and curate a knowledge base for staff and customers.
• Promote adoption of self-help through Atlassian Intelligence and structured, easy-to-use articles.
• Train the service desk team to contribute and maintain relevant documentation.

Platform & Tooling Administration

• Manage Jira Service Management configurations, including SLAs, queues, and automations. ·
• Collaborate with infrastructure and security teams on service catalogue, change processes, and asset mapping.
• Identify opportunities to streamline workflows or enhance visibility using built-in reporting tools.

Experience Required:

Experience

• Prior experience leading a service desk or managerial function.
• Demonstrated ability to manage service performance and staff development.
• Strong familiarity with Jira Service Management or another ITSM tool.
• Proven success in process ownership, policy enforcement, or service governance.

Skills

• Excellent communication, coaching, and analytical skills.
• Detail-oriented, structured, and driven to continuously improve.
• Able to balance operational delivery with long-term improvement goals.
• Comfortable presenting reports and insights to IT leadership.

Mindset

• Policy-first and process-focused.
• Team-minded with a strong emphasis on support culture.
• Passionate about documentation, consistency, and efficiency.
• Driven by service quality and user satisfaction

Nice to have

• Experience with Jira Assets OR any CMDB setup, Confluence, and Atlassian Intelligence.
• Understanding of ITIL or structured service frameworks.
• Exposure to hardware asset tracking, access governance, or audit/reporting cycles.

Competencies:

• Relevant industry certifications preferred (e.g., Microsoft Azure certifications, CompTIA Security+, CCSP, or similar).
• Degree or equivalent experience in Information Technology, Computer Science, or a related field.
• Driving licence preferred (not essential)