Job Description
IT Service Desk Manager
Location: Birmingham, B15 1LZ
Hours per Week: 35
Term: Permanent
Salary: £57,433 per annum
We're modernising the way we deliver technology services – and we're looking for a confident, customer-focused, technically experienced IT Service Desk Manager to lead our 1st and 2nd Line Support teams through this next phase of improvement and innovation.
This is your opportunity to take ownership of a high-performing team, drive a culture of service excellence, and play a pivotal role in enhancing the IT experience for more than 1,000 colleagues across our organisation.
The Role
You'll lead the day-to-day operations of our Service Desk and Technical Services Team – managing people, processes, and performance to ensure colleagues receive a responsive, high-quality service, no matter where they're based.
Key responsibilities include:
* Coaching and developing a skilled team of Service Desk Analysts and Technical Service Engineers.
* Acting as the senior point of escalation for complex support queries.
* Embedding a proactive, data-driven approach to service improvement – monitoring key metrics like ticket volumes, resolution times, and customer satisfaction.
* Supporting the adoption of automation and self-service tools to create efficiencies.
* Building strong working relationships with suppliers, ensuring robust contract management.
* Ensuring consistent service delivery across multiple sites, including remote and on-site support.
* You'll work closely with the Head of IT Operations and other stakeholders to shape and optimise our service management approach, helping us build a high-impact, customer-focused function.
What You'll Bring? We're looking for someone with:
* Proven experience in leading IT support teams – across both 1st and 2nd line – in a fast-paced, customer-facing environment.
* A relevant ITIL qualification, a strong grasp of ITIL service management principles and hands-on experience using service and asset management tools.
* Strong working knowledge of contract management best-practice.
* Great communication and coaching skills – someone who can develop others while building a culture of positivity, collaboration, and accountability.
* A keen eye for service performance data, with the drive to act on trends and implement improvements.
* Good all-round technical knowledge of end-user support environments – including Microsoft 365, Windows, and networking fundamentals.
* Is willing to work from our Birmingham Head Office, 9am until 5pm, Monday to Friday.
Who are Midland Heart? We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.
Closing Date: 16 July 2025
Interested?
Applying is easy - simply click the apply button. You will be directed to our candidate portal. There you can upload a CV and Covering Letter, which show us that you have what it takes to make a success of the role.
We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
No agencies please.