Service Desk Analyst

Boston Consulting Group; Leeds; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading consultancy firm in the UK is seeking a Service Desk Team Manager to oversee a high-performing support team. This role involves implementing ITIL best practices, enhancing service quality, and coaching analysts to ensure optimal performance. The ideal candidate will have experience in service delivery and people management, driving operational excellence to significantly enhance the customer experience. You'll also manage SLA performance and collaborate with various teams to resolve complex incidents.

Benefits

Access to internal training courses

24/7 GP access

Flexible holiday options

Enhanced family leave

Employee discounts

Monthly recognition program

Referral bonus scheme

Social events

On-site subsidised restaurants

Private medical insurance options

Qualifications

• Experience in managing a service desk or technical support team.
• Ability to implement ITIL best practices.
• Strong performance coaching and mentoring skills.

Responsibilities

• Lead and manage a Service Desk team, overseeing ticket resolution.
• Maintain SLA performance and ensure timely, high-quality support.
• Conduct coaching and performance reviews to build team capacity.

Skills

Service delivery expertise

People management

Customer experience

Technical support

Coaching

ITIL best practice

Job description

Service Desk Team Manager

Step into a leadership role where your expertise in service delivery, people management, and customer experience truly matters. As a Service Desk Team Manager at MHR, you'll shape the quality of support provided to organisations using our industry‑leading HR, payroll, and finance platforms, including iTrent and People First. You’ll drive operational excellence, coach a talented team of analysts, and apply ITIL best practice to ensure every customer query is handled with care and precision.

Team

You’ll lead a dedicated, high‑performing Service Desk team who are passionate about delivering outstanding technical support. Through regular coaching, performance reviews, training, and day‑to‑day guidance, you’ll help each analyst develop their skills and build confidence in their roles.

Responsibilities

• Lead and manage a Service Desk team, overseeing workload management, ticket resolution, and escalation handling
• Maintain SLA performance, ensuring timely, high‑quality support that customers can trust
• Conduct coaching, performance reviews, and training to build analyst capacity
• Collaborate with Support, Product, Development, and Infrastructure teams to resolve complex incidents and share knowledge
• Identify trends, improve processes, enhance documentation, and drive service improvement initiatives
• Safeguard data, strengthen security practices, and ensure compliance with legislation and internal policies

Impact

Your leadership will directly elevate the service experience for thousands of users who rely on MHR’s technology every day, improving CSAT scores, operational efficiency, and team motivation.

Benefits

• Access to over 60 internal training courses, professional qualifications, and cross‑departmental mentoring and coaching programs
• 24/7 access to a GP through Help at Hand for you and your family, confidential mental health support, and paid sick leave
• Ability to purchase or sell additional holiday days beyond 25 days and bank holidays
• Enhanced family leave
• My MHRewards offering discounts at over 900 retailers
• Monthly employee recognition program and departmental awards
• Referral bonus scheme of up to £2,000
• Employee‑led social events such as running clubs, football teams, book clubs, and bake‑offs
• On‑site subsidised restaurants offering a variety of fresh meals daily
• Opt‑in benefit schemes such as private medical insurance and dental coverage

We value the well‑being, financial stability, and inclusivity of our employees and strive to provide a supportive working environment. If you require assistance with an interview, please let us know and we’ll ensure your needs are met.