Onsite Service Desk Team Manager - Manchester

EXL; Manchester; Vor Ort; GBP 42.000 - 54.000; Vollzeit

Benefits dieser Stelle

Pension

ESPP

Cycle Scheme

Zusammenfassung

EXL, a global data and AI company, is seeking a Team Manager to lead a Service Desk team in Manchester. You will drive performance, coach staff, manage incidents and escalations, and ensure high-quality IT support for internal users and suppliers.

The role requires ITIL awareness, strong governance, and regulatory compliance. The on-site position emphasizes collaboration across teams, continuous improvement, and superb service delivery in a fast-changing energy/IT environment.

Qualifikationen

• Experience in a Service Desk or Customer Service environment.
• Previous supervisory or management experience with direct line management of team members.
• Strong stakeholder engagement skills across organisational levels.
• Ability to lead, influence and develop self and others as a coach.
• Proven training skills to develop individual and team performance.
• Excellent analytical and problem-solving skills with track record of continuous service improvements.
• Ability to convey complex information clearly and adapt communication style.

Aufgaben

• Lead and motivate a team of Service Desk Analysts delivering high-quality IT support to users, stakeholders and suppliers.
• Drive performance to meet SLAs and KPIs.
• Regularly coach and mentor team members and develop personal development plans.
• Develop Service Desk Analysts’ skills and provide growth opportunities.
• Ensure objectives and responsibilities are met consistently.
• Undertake HR activities such as 1-2-1s, appraisals and disciplinaries.
• Handle formal escalations from Service Centre, providers and users to ensure timely resolution.

Kenntnisse

Service Desk

Team Leadership

Stakeholder Engagement

Coaching & Development

Training Skills

Problem Solving

GDPR & Compliance

Tools

Remedy

ServiceNow

Zendesk

Jobbeschreibung

EXL, a global data and AI company, is seeking a Team Manager to lead a Service Desk team in Manchester. You will drive performance, coach staff, manage incidents and escalations, and ensure high-quality IT support for internal users and suppliers.

The role requires ITIL awareness, strong governance, and regulatory compliance. The on-site position emphasizes collaboration across teams, continuous improvement, and superb service delivery in a fast-changing energy/IT environment.