Service Desk Manager

To apply send us your latest CV and covering letter to or alternatively apply via Indeed using the button below. 

Are you a self-motivated individual looking for a new challenge? Do you have excellent communication and problem-solving skills?

Shackleton Technologies is an IT Managed Service Provider based in Dundee, servicing clients throughout Scotland and beyond. We are in an exciting period of growth with ambitious goals and looking for a full-time Service Desk Manager to join our team.

The role involves leading and inspiring the Service Desk Team to deliver high-quality service and satisfaction to business clients. The position focuses on team management, providing technical support on the desk as required, managing escalations, service desk metrics, and improving processes and procedures.

The service we provide to our clients is of paramount importance. If you are a team player and share our core values – Do the Right Thing, Make Things Better, and are Passionate about Client Service, we would like to meet you.

Your New Role

Reporting to the Head of Service Delivery, this is a hands-on technical and customer-facing role which will provide the successful applicant with a platform to expand their knowledge and expertise in various business IT systems and solutions. Core functions include:

Core functions include:

  • Management of the existing team (performing 1-2-1’s, managing team development).
  • Managing escalated tickets.
  • Reporting of Metrics and KPIs.
  • Working with the team to set and manage client expectations.
  • Identifying recurring issues/problems and helping develop ways to resolve them.
  • Providing cover on the desk for holidays, admin tasks and training, where required.
Service Desk Manager | Shackleton Technologies | Dundee

Essential Skills

  • Experience in leading or managing a team in an IT background.
  • Various PC & Laptop Hardware
  • Windows Desktop Operation Systems (7-11)
  • Windows Server (2012-2022)
  • Firewall/router experience
  • Microsoft 365 use and support
  • Experience in security tools AV/EDR/spam filtering/web filtering
  • Basic networking DHCP/DNS, etc
  • Good organisational/admin skills
  • Be detail orientated and understand the value of processes.
  • Security conscious
  • Customer service skills/customer-facing experience

Desirable Skills

  • Valid UK Driver’s Licence
  • ITIL Experience
  • Mac OS Experience
  • Working in an MSP environment (providing support to multiple clients)

Our people are our biggest asset, and we care very much about their working environment and rewarding the right person for doing a great job.  If you have the key skills and are passionate about technology and the benefits it brings, then apply via, or LinkedIn 

Employee Benefits - What We Offer

  • 28 days annual leave (increasing with length of service)
  • Company Pension Scheme
  • Life Assurance Plan
  • Company health and wellbeing support services (including remote GP, mental health support, and physiotherapy)
  • Dedicated time for Training & Development
  • Reward and Recognition Platform
  • Hybrid Working (after the initial onboarding process)




Salary: £35-40K per year



Shackleton Team

We continue to operate an ongoing COVID-safe/aware workplace