IT Service Desk Manager

Leicestershire County Council; Nottingham; Hybrid; GBP 46,000 - 50,000; Full time

Job summary

A local council in Nottingham is seeking a Service Desk Manager to oversee the IT Service Desk operations. The suitable candidate will manage a customer-focused IT Support team, ensuring efficient service delivery and leading process improvements with a strong focus on automation and customer satisfaction. This role offers a hybrid working model with a competitive salary.

Benefits

Great benefits and leave entitlement

Generous pension scheme

Qualifications

• Proven experience in a corporate IT environment leading support teams.
• Strong knowledge of incident and change management.
• Ability to interpret service performance data for improvements.

Responsibilities

• Oversee first line support and manage IT Service Desk operations.
• Lead the Service Desk Team to ensure high-quality service delivery.
• Support adoption of automation tools for service improvements.

Skills

Experience as Service Desk Manager

Knowledge of IT service management

Excellent communication skills

Technical knowledge of Microsoft 365

Management and coaching skills

Job description

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Contract Type: 12 Months Fixed Term Contract

Working Hours: 37 hours per week

Worker Type: Hybrid Worker

Salary: Starting Salary is £46,142 (Level one) - £49,282 (Level 4) per annum

Location: Loxley House, Station Street, Nottingham, NG2 3NG

We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been looking for? Read on to find out more…

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement, and access to a generous pension scheme, we strive to create an innovative, inclusive, and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven, and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

* You can read more about the different benefits offered to colleagues working for Nottingham City Council.

About the Role

The IT Service is looking for a customer-focused, technically experienced Service Desk Manager responsible for overseeing the first line support function, ensuring efficient and high-quality customer-centric service delivery to end users, and managing the IT Service Desk team and processes. Experience of introducing and configuring a new IT Service Management Tool and automation of processes will be advantageous as part of the exciting changes and transformation of the IT Service.

You will act as the senior point of escalation for complex support queries and lead the day-to-day operations of our Service Desk Team – managing people, processes, and performance to ensure colleagues receive a responsive, high-quality service, no matter where they're based.

You will be required to support the adoption of automation and self-service tools to create efficiencies and embed a proactive, data-driven approach to service improvement by monitoring key metrics like ticket volumes, resolution time, and customer satisfaction.

About You

The ideal candidate will have:

• Proven experience working as a Service Desk Manager in a corporate IT environment, leading IT Support teams in a fast-paced customer-facing service.
• Knowledge of IT service management and delivery processes, incident and Major Incident management, request management, problem resolution, and change management.
• Excellent management, communication, and coaching skills to build and maintain successful teams, relationships, a culture of positivity, 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, corporate applications, telephony, and networking fundamentals.

Applicants should submit their CV and covering letter as one document outlining how their current skills, knowledge, and experience meet the essential criteria listed above.

At Nottingham City Council, we believe that work is what you do, not where you do it. We offer different working arrangements, depending on the role, including hybrid working. Further information on Worker Types and what these mean in terms of how and where you work can be found on the for applicants page.

For informal enquiries, please contact Wendy Hopkins, IT Customer Engagement and Applications Manager, by email at [contact email].

Closing Date: 17th August 2025

The Job Description and Person Specification can be found here.

Please note there may be occasions where we close the advert before the closing date, and we encourage you to apply as soon as possible.

Interviews will be held: week commencing 25th August 2025

When completing your application, please contact our Employee Service Centre:

By applying to this job, you agree to our terms and conditions.