IT Service Desk Manager

Midland Heart; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading housing organization in Birmingham is seeking an experienced IT Service Desk Manager to lead their support teams. This role involves enhancing IT services for over 1,000 colleagues by driving service excellence and implementing improvements. The ideal candidate will have a strong background in IT support, excellent communication skills, and a relevant ITIL qualification. Join Midland Heart to make a significant impact in a collaborative environment focused on service delivery and innovation.

Qualifications

• Proven experience in leading IT support teams.
• Strong grasp of ITIL service management principles.

Responsibilities

• Lead day-to-day operations of Service Desk and Technical Services Team.
• Manage people, processes, and performance for high-quality service.
• Coach and develop a skilled team of Service Desk Analysts.

Skills

Communication

Coaching

Data Analysis

Education

ITIL Qualification

Tools

Microsoft 365

Job description

Join to apply for the IT Service Desk Manager role at Midland Heart

Join to apply for the IT Service Desk Manager role at Midland Heart

Get AI-powered advice on this job and more exclusive features.

This range is provided by Midland Heart. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Midland Heart

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.
• 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.
• 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.

Interested? Please see a link below to the full Candidate Information Pack. Applying is easy - simply register on our candidate portal to upload a CV and answer our application questions.

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.

Recruitment Agencies please note: Midland Heart only pay agency fees where we have a signed agreement in place and that agency has been previously contacted and directed by a member of our Resourcing team. We do not pay agency fees when speculative and unsolicited CVs are submitted to any of our employees other than via our careers website and through our recruitment process. If this is not adhered to, agency fees will not be paid. Submission of any unsolicited CVs or proposals to Midland Heart will be deemed evidence of full and unlimited acceptance of this approach.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Customer Service, and General Business

• Industries

  Housing Programs, Housing and Community Development, and Non-profit Organizations

Referrals increase your chances of interviewing at Midland Heart by 2x

Sign in to set job alerts for “Information Technology Service Desk Manager” roles.

Birmingham, England, United Kingdom 6 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.