IT Service Desk Team Leader

The University of Manchester; Manchester; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading UK university is seeking an IT Service Desk Team Leader to oversee first-line IT support services. The role involves managing a dynamic team and driving continuous improvement through data-driven insights. Responsibilities include mentoring staff, handling complex incidents, and enhancing user experiences. Ideal candidates will have a strong leadership background with a focus on service excellence. This position offers a vibrant work culture, hybrid working options, and a competitive benefits package.

Benefits

Generous pension scheme

Employee health and wellbeing services

Exceptional annual leave entitlement

Local and national retail discounts

Qualifications

• Experience leading a Service Desk or frontline IT support team.
• Ability to enhance performance through data insights.
• Strong coaching and mentoring skills.

Responsibilities

• Oversee and guide your team through IT support incidents.
• Use operational data for performance improvements.
• Inspire team ownership and continuous improvement.

Skills

Leadership

Data-driven decision-making

Coaching and mentoring

Communication

Problem-solving

Job description

As the IT Service Desk Team Leader, you'll oversee a talented team delivering first-line IT support, ensuring smooth, efficient, and reliable services for the University community. Your role goes beyond operational management: you'll foster a culture of service excellence, inspiring your team to take ownership, improve continuously, and delight users with every interaction.

Day to day responsibilities

• Guiding your team through complex, high-priority incidents while providing calm, confident management.
• Using operational data and insights to improve performance, drive efficiencies, and highlight opportunities for improvement and innovation.
• Mentoring and coaching staff, helping them grow in their roles, take initiative, and develop in their future careers.
• Excel at managing, coaching, mentoring, and motivating people to achieve their best.

Your work will have real impact across the University, improving the digital experience for thousands of staff and students while shaping a high performing, engaged, and motivated team.

Who we're looking for

You'll thrive in this role if you:

• Have led a Service Desk or frontline IT support team, balancing operational delivery with people leadership.
• Use data to inform decisions, spotting patterns and turning insight into actionable improvement.
• Are confident managing escalations and complex operational challenges with calm and clarity.
• Excel at coaching, mentoring, and motivating people to achieve their best.
• Communicate effectively with colleagues at all levels, translating technical information into clear guidance.
• Combine hands‑on involvement with strategic oversight, leading by example and fostering collaboration.

Most importantly, you bring curiosity, resilience, and a collaborative spirit, and are committed to continuous improvement and delivering excellence in everything you do. We are looking for a leader who inspires confidence, demonstrates empathy, and holds themselves accountable. You will model our values every day.

Core values

• Knowledge: Pursue new ideas and understanding, staying curious about technology and service delivery.
• Humanity: Respect and support your team and users, embracing difference and acting with integrity.
• Courage: Speak up, challenge assumptions, and make decisions that improve services.
• Collaboration: Build strong relationships across IT and the wider University, breaking down silos.
• Ownership: Take responsibility for your team's performance, development, and the services they deliver.

This isn't for you

It’s probably not right for you if:

• Your approach to leadership is more "do as I say" than "do as I do". Here, you'll need to roll your sleeves up alongside your team.
• You prefer predictable, low‑pressure environments.
• Coaching and developing people isn't energising for you.
• You shy away from handling escalations or making decisions under pressure.
• Data‑driven decision‑making or process improvement isn't in your locker.

Step into a University shaping the world

For two centuries the University of Manchester has been at the forefront of discovery. From pioneering the splitting of the atom and creating the world's first modern computer, to shaping global policy and advancing health, AI, and sustainability, Manchester is a place where ideas turn into impact. Our culture is one of curiosity, courage, and collaboration. We believe in the pioneering spirit, where bold ideas are nurtured, challenges are tackled head-on, and progress is driven by people who bring passion, creativity, and empathy to their work. As part of our IT Services team, you'll play a vital role in keeping the University's digital engine running, ensuring staff and students can focus on research, teaching, and innovation.

Why you should join

• Be part of a globally recognised, pioneering university with a rich history of innovation.
• Lead a team that directly supports thousands of staff and students every day.
• A culture that values curiosity, openness, learning, and collaboration.
• Hybrid working with a vibrant, connected campus.
• Generous pension, annual leave, and wellbeing support.

This is more than a job. It's an opportunity to lead, inspire, and create tangible impact at the heart of a world‑class institution.

What you will get in return

• Fantastic market leading pension scheme.
• Excellent employee health and wellbeing services including an Employee Assistance Programme.
• Exceptional starting annual leave entitlement, plus bank holidays.
• Additional paid closure over the Christmas period.
• Local and national discounts at a range of major retailers.

As an equal opportunities employer we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit. Our University is positive about flexible working; you can find out more here. Hybrid working arrangements may be considered.