Acnode is seeking a highly organised and proactive Service Desk Manager to oversee the daily operations of our IT support desk.

This role is responsible for ensuring the smooth coordination of support requests, efficient scheduling of technicians, and consistent communication with clients. The successful candidate will play a key role in maintaining service quality and operational efficiency.

Key Responsibilities

• Manage and oversee all incoming support requests
• Prioritise and assign tickets based on urgency and service levels
• Schedule and coordinate technician workloads (remote and onsite)
• Monitor ticket progress and ensure timely resolution
• Act as the main point of contact for client communication and updates
• Prepare and send quotes for hardware, software, and support-related work
• Ensure all jobs are followed through to completion
• Maintain accurate records within the ticketing system
• Identify workflow issues and assist in improving processes

What We’re Looking For

A highly organised and detail-oriented individual

Someone who can take control of daily operations and keep things running smoothly

Strong problem-solving mindset and ability to stay calm under pressure

A proactive approach to managing workloads and client expectations

Why Join Us?

• Opportunity to play a key role in a growing IT services business
• Collaborative and supportive team environment
• Exposure to a wide range of clients and technologies
• Opportunities for growth and development