Manchester Service Desk Team Lead – ITIL & Coaching

EXL Talent Acquisition Team; Manchester; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Pension

Cycle to Work

Stock Purchase Plan (ESPP)

Job summary

EXL is recruiting a Team Manager to lead a Service Centre in Manchester, overseeing Service Desk analysts and coordinating with suppliers and internal stakeholders. You will ensure high-quality IT support, manage incidents, and drive continuous service improvements in a fast-changing energy services environment.

The role requires strong people leadership, ITIL practices, and the ability to communicate complex information clearly. On-site presence in Manchester is essential for success.

Qualifications

• Proven experience in a Service Desk or Customer Service environment.
• Previous supervisory or management experience with direct line management.
• Strong stakeholder engagement and relationship-building skills.
• Coaching and training skills to develop individual and team performance.
• Knowledge of GDPR and regulatory requirements.

Responsibilities

• Lead and motivate a Service Desk team delivering high-quality IT support.
• Drive performance to meet SLAs and KPIs.
• Coach team members and develop personal development plans.
• Scale team capabilities through skills development and mentoring.
• Manage HR activities including appraisals and disciplinary processes.

Skills

Team leadership

Stakeholder engagement

Coaching & development

ITIL knowledge

Problem solving

Tools

Remedy

ServiceNow

Zendesk

Job description

EXL is recruiting a Team Manager to lead a Service Centre in Manchester, overseeing Service Desk analysts and coordinating with suppliers and internal stakeholders. You will ensure high-quality IT support, manage incidents, and drive continuous service improvements in a fast-changing energy services environment.

The role requires strong people leadership, ITIL practices, and the ability to communicate complex information clearly. On-site presence in Manchester is essential for success.