Location: Office based. We’re moving offices! – Leeds for 3 months, York from then onward.
Title: Senior Consultant (Service Desk Manager)
Company: Falx Group
Falx Group is looking for an experienced and motivated Service Desk Manager to join us as we grow. This role is ideal for a leader who wants to drive service excellence, optimise operations, and mentor a developing technical team. We invest heavily in training, certification, and ongoing development for every team member, including our leadership.
About the Role
You will lead our Service Desk function, ensuring the delivery of outstanding technical support across our client environments. Your focus will be on overseeing daily operations, managing team performance, and ensuring a smooth, highly professional experience for end-users. You will act as an escalation point, a dedicated mentor for junior engineers, and a key driver of our service standards.
What You Will Do
- Lead and Mentor: Manage and develop the Service Desk team (including our Associate Technical Specialists), fostering a culture of technical excellence and continuous learning.
- Operational Oversight: Oversee daily operations, ensuring tickets are triaged, assigned, and resolved efficiently.
- Performance Management: Define, monitor, and report on SLAs and KPIs to ensure reliable and high-quality support is delivered to clients.
- Escalation Handling: Act as the primary escalation point for complex technical issues, high-priority incidents, and critical client communications.
- Process Improvement: Drive continuous improvement in service desk processes, tools, automation, and internal technical documentation.
- Cross-team Collaboration: Collaborate with specialist engineering and consulting teams to ensure seamless service delivery and smooth project handovers to the support desk.
- Personal Growth: Engage in continuous professional development through structured training and leadership coaching.
What You’ll Bring
- Leadership Experience: Proven experience managing, leading, or acting as a senior escalation point for an IT Service Desk or technical support team.
- ITSM Knowledge: Strong understanding of IT Service Management principles and frameworks (e.g., ITIL certification or equivalent practical experience).
- Technical Foundation: A solid technical background across core IT domains (End-User Computing, Microsoft 365, Networking, and Active Directory / Entra ID) to effectively guide and support your engineers.
- Analytical & Reporting Skills: Experience managing and reporting on team performance metrics, SLAs, and customer satisfaction.
- Communication: Excellent leadership, coaching, and stakeholder management skills, with clear and confident verbal and written communication.
- Tool Familiarity: Strong exposure to and management of RMM tools, PSA/ticketing platforms, and service automation technologies.
This role provides a clear progression route into Operations Leadership, or broader strategic management roles. You will develop the advanced capabilities required to lead larger teams and manage complex service environments, supported by:
- Dedicated mentorship
- Funded training and certification pathways
- Structured career progression planning
Why Join Us
- Direct pathway into advanced service leadership and operational management roles
- Investment in your professional development from day one
- A culture centred on learning, ownership, and technical excellence
- Fully funded training and conference time
- Certifications allowance
- Additional day annual leave on Birthday and voucher
- Employee benefits portal
About Falx Group
Falx is a modern technical consultancy based in England, working with clients in the UK and internationally. We combine deep engineering capability with specialist cyber security expertise, helping organisations align their technology decisions with real business outcomes. We work with a range of clients, including fintechs, financial services firms, and global enterprises.
We operate as a high-performance, cloud-native team where autonomy, ownership, and continuous learning are expected and supported. Every person at Falx has a clear pathway to grow into advanced technical, security, and leadership roles.
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