Service Desk Team Manager

Job title: Service Desk Team Manager

Salary: 35000 - 40000 (DOE)

Location: Nottingham (with weekly travel to Lincoln)

Benefits: Private Healthcare Pension 25 days holiday rising to 30 over 5 years Group life insurance income protection Gym Discounts Employee of the Quarter Employee Referral program

Were looking for an experienced Service Desk Team Manager to join XMA leading and developing a team of 1st Line Analysts while driving performance and service excellence.

Based in Nottingham with weekly travel to Lincoln youll play a key role in ensuring the smooth running and continuous improvement of the service desk.

At XMA our people are at the heart of everything we do. Together we help organisations achieve more through technology while creating a workplace where people can grow belong and do their best work. If youre looking for a role where your contribution matters wed love to hear from you.

Exceptional service is at the heart of our customer experience. Join a team dedicated to solving problems delivering outcomes and building trusted customer relationships. Whether youre providing technical expertise service management or operational support youll play an important role in helping our customers succeed.

Together we turn ambition into achievement.

What Youll Be Doing: Service Desk Team Manager

• Lead manage and develop a team 10 L1 Service Desk Analysts ensuring consistent performance and high-quality service delivery.
• Conduct regular 1:1s performance reviews coaching sessions and development discussions.
• Monitor and manage service desk KPIs SLAs ticket volumes and customer satisfaction scores.
• Oversee day-to-day service desk operations including workload allocation resource planning and escalation management.
• Manage team attendance performance and adherence to company policies and procedures.
• Identify opportunities for continuous service improvement implementing changes to improve efficiency and customer experience.
• Act as an escalation point for internal and external customers ensuring issues are resolved effectively.
• Work collaboratively with Service Delivery Managers and other technical leaders to achieve departmental objectives.
• Support recruitment onboarding and training of new team members.

What Were Looking For: Service Desk Team Manager

Essential:

• Proven people management experience ideally within an IT Service Desk IT Support or technical support environment.
• Experience working within a technical service desk environment.
• Demonstrable experience managing individual performance coaching team members and supporting their professional development.
• Experience monitoring service desk KPIs SLAs and operational performance.
• Excellent communication stakeholder management and problem-solving skills.
• Ability to manage competing priorities and maintain service standards in a busy environment.
• Willingness and ability to travel to Lincoln on a weekly basis.

Desirable:

• 23 years experience managing an IT Service Desk team.
• ITIL Foundation v4 certification.
• Experience using ITSM platforms such as ServiceNow Ivanti or Jira.
• Knowledge of workforce planning call management systems and service desk reporting.

Inclusion at XMA

At XMA we believe that diverse perspectives experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive regardless of age disability gender identity race ethnicity religion or belief sexual orientation neurodiversity caring responsibilities socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow contribute and succeed in an environment built on fairness respect and belonging.

We know that creating an inclusive workplace is an ongoing journey and we are committed to listening learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Governments Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join develop and progress within our organisation.

As part of this commitment we operate a Guaranteed Interview Scheme offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process please contact us at and we will be happy to support you.

Keywords: Service Desk Team Manager Service Desk Team Leader People management IT Support Team Leader 1^st Line IT Support Team Leader IT Help Desk Manager Service Delivery Line Management IT Service Management Incident Management Nottingham Nottinghamshire Lincoln