IT Service Desk Manager

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

Do you want to lead a Service Desk that keeps one of the UK's biggest hospitality businesses running?

At Mitchells & Butlers, we're home to some of the UK's most-loved brands, serving millions of guests every year. Behind every great guest experience is reliable technology — and behind that technology is an exceptional Service Desk team.

We're looking for an experienced IT Service Desk Manager on a permanent basis, who can take ownership of our support operation, inspire high-performing teams, and drive the evolution from reactive support to proactive service excellence.

Supporting around 1,800 pubs, bars and restaurants alongside 1,500 corporate colleagues, you'll play a critical role in delivering exceptional IT services across a complex, fast-paced and highly visible environment.

If you're passionate about customer experience, service improvement, ITIL best practice and developing people, this is an opportunity to make a genuine impact at scale.

This is a hybrid working role based out of our Birmingham City Centre head office.

You’ll be rewarded:

• Hybrid and flexible working arrangements.
• 33% discount across all Mitchells & Butlers brands.
• 20% Friends & Family discount for five nominated guests.
• Private medical plan.
• 26 days annual leave.
• Free shares programme.
• High street retail discounts.
• Employee assistance programme and wellbeing support.

What You'll Be Doing in this IT Service Desk Manager role:

• 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 consistently high levels of satisfaction.
• Drive ITIL-based Incident Management processes and lead major incident response during critical service outages.
• Develop and deliver a Service Desk roadmap aligned to our wider Technology strategy.
• Use automation, self-service capabilities and continual service improvement initiatives to improve efficiency and customer outcomes.
• Analyse service trends, identify root causes and work with technical teams to improve service stability.
• Build strong relationships with stakeholders, suppliers and technology teams to ensure collaborative service delivery.
• Define, monitor and report against KPIs, SLAs and operational performance measures.
• Lead proactive communications during incidents, translating technical issues into clear business-focused updates.
• Manage vendor performance, ensuring service levels are achieved and continuously improved.
• Create robust knowledge management practices that empower analysts and improve first-time resolution rates.
• Champion a culture of continuous improvement, challenging traditional ways of working and identifying opportunities to enhance services.

You’ll also participate in an out-of-hours on-call rota and deputise for the Service Operations Manager when required.

What skills you will bring to this IT Service Desk Manager role:

• Minimum of 3 years’ experience in a Service Desk Management role, ability to demonstrate leading ITIL Service Desk management function in a fast-paced IT operations environment.
• Passionate about delivering a great customer experience with lots of drive to continuously improve and monitor the service we offer.
• Ability to build and maintain relationships, grow confidence, credibility and trust with customers, key stakeholders and BC&T colleagues.
• Effectively manage a variety of competing activities and priorities, prioritising any conflicts open and objectively.
• Proven ability to develop large teams, ensuring integration of internal resources and vendors
• A "blue-sky-thinker" who will continuously challenge the ‘status quo’ and align people and process with customer centric service delivery.
• Resilient and energetic, someone who thrives in fast paced environment with high focus on ‘getting stuff done’. See that obstacles to completion are managed and where possible removed.
• Experience of supporting a wide range of current IT technologies including Microsoft Azure, Office 365, EPOS, Workforce and Stock Management Systems, and SD WANs.
• Experience of major incident management and unflappable demeanour during system outages.
• Demonstrable problem-solving and analytical skills.

What makes Mitchells & Butlers a great place to work?

At M&B we value the unique perspectives each person brings. We believe that by fostering a culture of inclusion, respect, and allyship, we create a sense of belonging, engagement and teamwork which are essential to delivering great guest experiences. Join us and be a part of a great team

Closing Date: Friday 21st August 11:59pm