IT Service Desk and Support Manager

Newcastle; Newcastle upon Tyne; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Corporate bonus scheme (on target 10%,

Pension scheme (up to 9% employer)

Annual performance reviews

Hybrid working (3 days home-based)

Private medical insurance

Employee assistance programme

Gym access

Job summary

Newcastle Strategic Solutions Limited is seeking an IT Service Desk and Support Manager to lead a high-performing IT support function. You will balance customer service with governance and compliance while shaping how colleagues experience technology.

You will also drive improvements in self-service, knowledge management and service portals, working with incident, problem and service improvement teams to deliver value across the organisation.

Qualifications

• Experience leading front-line IT support teams.
• Strong understanding of IT service management practices (incident, request, access, knowledge).
• Experience with modern ITSM platforms and service portals.

Responsibilities

• Lead the delivery of a high-performing IT support function and manage the Service Desk team.
• Act as the primary interface between IT and the business, ensuring excellent user experience.
• Analyse trends and user feedback to simplify processes and improve outcomes.
• Collaborate with Service Delivery, Incident, Problem, and Service Improvement teams; manage access and joiner/mover/leaver processes.

Skills

IT service management

Incident management

Knowledge management

Automation

Self-service

ITSM platforms

Tools

ITSM platforms

Service portals

Job description

## IT Service Desk and Support ManagerApplylocations: Cobalt Business Park, Newcastle Upon Tynetime type: Full timeposted on: Posted 5 Days Agotime left to apply: End Date: August 16, 2026 (9 days left to apply)job requisition id: JR887**Job Posting Title**IT Service Desk and Support Manager**Salary Band**Competitive**Job Description****About the Role**As a leader within our Service Desk operation, you will be responsible for ensuring the service is responsive, customer-focused and continually evolving to meet the needs of the organisation. As an experienced and people-focused IT Service Desk & Support Manager, you will lead the delivery of a high-performing IT support function that enables colleagues to work effectively and efficiently.Acting as the primary interface between IT and the business, you will play a critical role in shaping how colleagues experience technology, balancing exceptional customer service with strong operational control, governance and compliance.You will lead the Service Desk team, including first-line support, triage and walk-up support capabilities, ensuring incidents, service requests, access management activities and user lifecycle processes are handled consistently and effectively. Supporting users, you will create an environment where service excellence, accountability and continuous improvement are at the heart of everything the team delivers.Beyond business-as-usual operations, you will be instrumental in improving the overall user experience. You will work to enhance service portal capabilities, knowledge management, self-service adoption and support technologies such as virtual agents and chatbots. By analysing trends and user feedback, you will identify opportunities to simplify processes, reduce demand and improve service outcomes.Working closely with Service Delivery, Incident Management, Problem Management and Service Improvement teams, you will ensure the Service Desk is not simply a reactive support function but an active contributor to wider service improvement initiatives. You will also take ownership of access management and joiner, mover and leaver processes, ensuring they remain secure, auditable and aligned with regulatory requirements.**About You**We are looking for an experienced Service Desk or IT Support leader who understands that great IT support is about more than resolving tickets. You are passionate about delivering an outstanding user experience and creating a Service Desk function that is trusted, valued and seen as a key enabler of business success.You have a proven track record of leading front-line support teams, developing individuals and building a positive, customer-focused culture where people are empowered to perform at their best. You know how to balance operational demands with longer-term improvement initiatives and are comfortable managing priorities in a busy and fast-paced environment.You bring a strong understanding of IT service management practices, including incident, request, access and knowledge management, and have experience working with modern ITSM platforms and service portals. You understand the value of self-service, automation and knowledge sharing, and are enthusiastic about using technology to improve both efficiency and the user experience.**About Us** The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities.As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.**What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:** Financial* Corporate bonus scheme (on target 10%, up to a maximum 15%)* Pension scheme (up to 9% employer contribution)* Annual performance related pay reviews* Colleague mortgage scheme* Electric car salary sacrifice scheme* Life assurance (4x salary) and income protection* Access to our financial advisers* Access to a range of high street and online discountsWork/Life Balance * A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions* 30 days’ annual leave + bank holidays* The option to buy and sell up to 5 days’ holiday* Hybrid working (typically 3 days’ home based)* Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthoodHealth and Wellbeing* Private medical insurance* Access to a health cash plan through a Medicash scheme* Access to an employee assistance programme* Free onsite gym at our Cobalt head office and access to discounted gym’s* Two paid volunteering days’ each year* Cycle to work schemeRecognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at [e-mail]:Newcastle Strategic Solutions Limited### Why work here?*People are the focus of absolutely everything we do. We believe in people, we care deeply about their hopes, their dreams and their wellbeing. And that applies equally to our customers, our communities and our colleagues – which means you, if you choose to work here. it’s important to us that you know if you join us we will welcome you, respect you, encourage you and help you to achieve your goals.*