IT Service Desk Manager

Big Red Recruitment Midlands Limited; Birmingham; On-site; GBP 50,000 - 56,000; Full time

Job summary

A recruitment agency is seeking an IT Service Delivery Manager in Birmingham. The role involves leading a 1st Line Service Desk and 2nd Line Technical Services Teams, ensuring excellent customer service and driving service improvements. Candidates should have strong leadership experience in a customer-focused IT environment and technical knowledge across Microsoft products. Competitive salary and benefits offered.

Benefits

Up to 8% pension match

25 days holiday + Bank Holidays

Annual professional body membership paid for

Qualifications

• Proven experience leading a customer-focused IT team in a multi-site environment.
• Strong understanding of asset management and vendor governance.
• A track record of delivering service improvements using automation.

Responsibilities

• Leading and developing the Service Desk Analysts.
• Acting as a key escalation point for IT support queries.
• Driving service improvements by optimizing processes.

Skills

Customer-focused leadership

Service management tools

ITIL processes

Technical knowledge in IT hardware/software

Communication and influencing skills

Tools

Microsoft Intune

Microsoft Defender

Job description

Overview

Are you passionate about delivering excellent IT services and leading high-performing teams? Do you thrive in a hands-on leadership role where customer service, process improvement, and technical know-how all come together?

We're looking for an IT Service Delivery Manager to take ownership of our 1st Line Service Desk and 2nd Line Technical Services Teams. This is a fantastic opportunity to shape the way IT support is delivered across a multi-site organisation, ensuring colleagues receive the very best service while driving continuous improvement and innovation. Customers are at the heart of the organisation, so you will be innovating ways your team are delivering service and putting user experience at the forefront of processes.

What you'll be doing

• Leading, developing, and inspiring our Service Desk Analysts, ensuring excellent customer service at every interaction.
• Acting as a key escalation point for IT support queries, providing guidance, mentorship, and technical expertise.
• Driving service improvements by optimising processes, documentation, and knowledge sharing.
• Managing end-to-end IT asset lifecycle, ensuring compliance, governance, and effective use of tools like Microsoft Intune and Defender.
• Overseeing vendor and contractor performance, supporting procurement discussions, and ensuring value for the business.
• Monitoring key service metrics and taking proactive steps to improve them.
• Representing the Service Desk in senior IT forums, project service transitions, and Change Advisory Boards.
• Ensuring IT services align to the ITIL framework, with robust documentation and regular reviews.

What we're looking for

• Proven experience leading a customer-focused IT team in a multi-site environment.
• Strong understanding of service management tools, asset management, and vendor governance.
• Knowledge of ITIL processes
• Technical knowledge across IT hardware, software, networks, telephony, and business applications - mainly Microsoft experience, within a hybrid Cloud environment.
• A track record of delivering service improvements, using automation and innovation to enhance user experience.
• Confident communicator who can influence at all levels and represent IT effectively across the organisation.

This is an office based role in Birmingham, please do apply unless you are willing to work in the office on a full-time basis.

Details

Permanent opportunity

Birmingham based office

Salary £50,000 - £55,500

Benefits: up to 8% pension match, 25 days holiday + Bank Holidays, holiday allowance increasing with service up to 30x days max., annual professional body membership paid for, life cover, access to online retail discounts portal.

We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age.

We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.