About this role
IT Service Desk Manager
Hybrid/Tunbridge Wells | Unlimited Holiday | Deliver exceptional support, stronger teams and better customer outcomes.
Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:The Service Desk is central to the customer experience. When it performs well, customers remain productive, incidents are resolved quickly and technical teams can focus on higher-value work.
As IT Service Desk Manager, you will take ownership of the performance and continual improvement of our First and Second Line teams. You will turn service data into better decisions, reduce recurring issues and create an environment where engineers can perform, develop and progress.
Your role is to ensure customers receive a consistent, responsive and secure service across Microsoft Modern Work, cloud and hybrid environments, while maintaining the operational controls required by Cyber Essentials Plus and ISO 27001
What you'll be doing:
Employee lifecycle delivery
- Own the administration that supports employees from onboarding through to offboarding. This includes contracts, right-to-work checks, probation tracking, contractual changes, internal moves and leaver documentation.
Responsive HR support
- Manage incoming HR tickets, identify what is needed and make sure each query reaches the right outcome. Resolve straightforward matters independently and involve an HR Business Partner where there is greater sensitivity, uncertainty or risk.
Accurate people data
- Keep HR systems and employee records accurate and up to date. Produce clear baseline reporting on starters, leavers, absence, probation and other lifecycle activity so that HR can identify priorities and potential issues.
Payroll and compliance
- Coordinate employee changes for Payroll and help ensure information is complete and submitted on time. Maintain clear documentation and support audits, record checks, references and Subject Access Requests.
Stronger HR operations
- Spot gaps, delays and repeated manual work within HR processes. Help improve templates, guidance and ways of working, including opportunities to use technology and automation more effectively.
Connected delivery
- Work closely with HR Business Partners, managers, Payroll, IT and Recruitment so that employee changes move smoothly between teams. Support wider people projects where effective coordination and accurate administration are essential.
The kind of problems you’ll solve
- A new starter is approaching their first day, but key checks or system requests are still outstanding.
- A manager has missed a probation deadline and needs clear guidance on the next step.
- An employee change has not been documented or communicated to Payroll correctly.
- An HR query has been raised without enough information or has reached the wrong owner.
- Employee records do not match across HR documentation and systems.
- Several competing HR deadlines need to be prioritised without creating compliance or employee experience issues.
- A straightforward query begins to raise policy, legal or employee relations concerns and needs timely escalation.
- A manual HR process is creating unnecessary work, delays or errors
What sets you apart
- You take ownership and follow work through rather than waiting to be chased.
- You are organised without becoming overly process-driven.
- You understand that accuracy matters because HR mistakes affect real people and create business risk.
- You use judgement to distinguish between something you can resolve and something that needs specialist input.
- You communicate clearly, especially when information is missing, deadlines are at risk or expectations need managing.
- You handle confidential information carefully and professionally.
- You look for practical ways to remove repeated work and make HR support easier to access.
- You stay calm when priorities compete and focus on what has the greatest employee or business impact.
Your impact:
For the business
- HR administration is completed accurately and on time, reducing avoidable delays, compliance risks and last-minute intervention.
For customers
- Internal customers receive a clear, responsive and consistent HR service, whether they are joining the business, managing an employee change or seeking support.
For the team
- HR Business Partners spend less time chasing administration and correcting data, giving them greater capacity to focus on complex cases, manager support and wider people priorities
What it's like here:
- Ambitious, but not political
- High standards, but pragmatic
- People who care about doing things properly — not just hitting numbers
You’ll get:
- Real ownership of how sales evolves
- Freedom to change things that don’t work
- A team open to being challenged and developed
- Direct access to leadership and influence over direction
What you get:
- Unlimited annual leave
- Private healthcare, life assurance, company shares
- Electric car scheme
- Flexible / remote working (with access to Tunbridge Wells & Paddington)
- Team and company socials, including Illuminate Awards