Nottingham Service Desk Team Lead – Grow & Elevate IT Support

The Channel Recruiter Ltd.; Nottingham; Vor Ort; GBP 35.000 - 40.000; Vollzeit

Benefits dieser Stelle

Private Healthcare

Pension

25 days holiday

Group life insurance

Income protection

Gym discounts

Employee of the Quarter

Referral program

Zusammenfassung

XMA in Nottingham is looking for an experienced Service Desk Team Manager to lead and develop a team of 10 L1 Analysts, driving performance and service excellence across the desk.

You will oversee daily operations, monitor KPIs and SLAs, and work with Service Delivery Managers to improve customer outcomes. The role includes recruitment and training support, with weekly travel to Lincoln.

Qualifikationen

• Proven people management experience in IT service desk.
• Experience managing performance, coaching and development.
• Experience monitoring KPIs, SLAs and operational performance.
• Excellent communication and stakeholder management skills.
• Willingness to travel weekly to Lincoln.

Aufgaben

• Lead, manage and develop a team of L1 Service Desk Analysts.
• Conduct regular 1:1s, performance reviews and coaching.
• Monitor KPIs, SLAs, ticket volumes and customer satisfaction scores.
• Oversee day-to-day service desk operations and escalation handling.
• Support recruitment, onboarding and training of new team members.

Kenntnisse

People management

IT Service Desk

KPI monitoring

Coaching

Stakeholder management

Ausbildung

ITIL Foundation v4 certification

Tools

ServiceNow

Ivanti

Jira

Jobbeschreibung

XMA in Nottingham is looking for an experienced Service Desk Team Manager to lead and develop a team of 10 L1 Analysts, driving performance and service excellence across the desk.

You will oversee daily operations, monitor KPIs and SLAs, and work with Service Delivery Managers to improve customer outcomes. The role includes recruitment and training support, with weekly travel to Lincoln.