Hybrid IT Service Desk Manager: Lead Proactive IT Support

Mitchells & Butlers PLC; Birmingham; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Brand discounts across Mitchells & But

Friends & Family discount

Private medical plan

26 days annual leave

Share save / Free shares programme

High street retail discounts

Wellbeing and employee assistance

Job summary

Mitchells & Butlers PLC in Birmingham seeks an IT Service Desk Manager to lead the support operation across pubs, bars and restaurants. You will own incidents, requests and desktop support, driving ITIL-based processes and delivering high customer satisfaction.

You will build a high-performance team, develop service improvements, manage vendors and report on KPIs while working in a hybrid role from the Birmingham head office.

Qualifications

• Minimum 3 years in a Service Desk Management role.
• Experience delivering ITIL-based incident management.
• Proven ability to lead large teams and manage external partners.

Responsibilities

• Lead and develop Service Desk teams, creating a high-performance culture focused on service excellence.
• Own the Incident, Request and Desktop Support customer experience, ensuring high levels of satisfaction.
• Drive ITIL-based Incident Management processes and lead major incident response during outages.
• Develop and deliver a Service Desk roadmap aligned to wider Technology strategy.
• Use automation, self-service capabilities and continual service improvement initiatives.
• Analyse service trends, identify root causes and work with technical teams to improve stability.
• Build strong relationships with stakeholders, suppliers and technology teams.
• Define, monitor and report against KPIs, SLAs and operational performance measures.
• Lead proactive communications during incidents, providing clear business-focused updates.
• Manage vendor performance, ensuring service levels are achieved and improved.
• Create robust knowledge management practices to empower analysts and improve first-time resolution.

Skills

Service Desk Management

ITIL

Stakeholder Management

Team Leadership

Tools

Microsoft Azure

Office 365

EPOS

Workforce Management Systems

Stock Management Systems

SD-WANs

Job description

Mitchells & Butlers PLC in Birmingham seeks an IT Service Desk Manager to lead the support operation across pubs, bars and restaurants. You will own incidents, requests and desktop support, driving ITIL-based processes and delivering high customer satisfaction.

You will build a high-performance team, develop service improvements, manage vendors and report on KPIs while working in a hybrid role from the Birmingham head office.