Service Desk Manager

Crenlo do Brasil; North East; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A leading healthcare technology firm in the North East is seeking a Service Desk Manager to oversee IT service delivery and improve customer satisfaction. You'll lead a team, resolve IT incidents quickly, and drive service improvements. The ideal candidate has expertise in Microsoft systems, strong leadership skills, and a proactive attitude. This position offers competitive pay and flexible working arrangements.

Benefits

Generous Holidays

Wellness Support

Recognition & Rewards

Discounts & Perks

Sustainability Perks

Flexible Working

Qualifications

• Significant experience in a stakeholder facing IT role.
• Experience with service management tools and ITIL best practices.
• Exceptional customer service focus communicating technical info.

Responsibilities

• Oversee daily Service Desk operations and manage IT Service Support Analysts.
• Ensure IT incidents and service requests are resolved promptly.
• Identify and drive service improvement initiatives.

Skills

IT systems knowledge

Microsoft operating systems

Active Directory

Office 365

Leadership skills

Customer service focus

Analytical skills

Tools

Service management tools

Microsoft Azure

Microsoft InTune

Job description

Salary

up to £35,000

Contractual hours

37.5

Basis

Full time

Region

North East

Job category/type

Information Technology

Date posted

21/07/2025

Job reference

REQ001953

Service Desk Manager Up to £35,000 Newcastle, Hybrid Working Permanent

Responsibilities

Are you a people-focused IT leader passionate about delivering exceptional service? Join us at Cora Health , where were transforming healthcare through innovative technology and outstanding support services. Your leadership will help ensure our colleagues can deliver life-changing care every day. Join Our Team As Service Desk Manager, youll be pivotal in ensuring smooth and efficient IT service delivery across Cora Health. Leading a dedicated Service Desk and Desktop Support team, youll drive performance, uphold high service standards, and embed ITIL best practices to keep our operations running seamlessly. Heres a look at your key responsibilities (full details are in the job description):

• Team Leader Oversee daily Service Desk operations, managing a team of IT Service Support Analysts to deliver outstanding first-line support.
• Problem Solver Ensure IT incidents and service requests are resolved promptly, restoring normal service operations as quickly as possible.
• Change Champion Own and govern the change management process, leading the CAB process and embedding ITIL principles for incident, problem, and release management.
• Service Improver Identify and drive service improvement initiatives to enhance performance, efficiency, and customer satisfaction.
• Customer Advocate Communicate effectively with stakeholders, manage high-severity outages, and ensure internal and external expectations are exceeded.
  
  

Youll be part of our collaborative IM&T Leadership Team, working closely with colleagues across the business and 3rd-party vendors to deliver IT services that enable exceptional healthcare. Youll join an award-winning team, reporting into Paul , who has a wealth of experience in IT service delivery and is passionate about developing high-performing teams. The whole team is friendly and full of character, if you want to see some proof as us about the last awards! About You We are looking for an experienced and proactive Service Desk Manager who thrives in a fast-paced environment. Youll be able to demonstrate:

• Significant experience in a stakeholder facing IT role
• Strong knowledge of IT systems, networks, Microsoft operating systems, Active Directory, and Office 365
• Experience with service management tools and ITIL best practices (ITIL Foundation required; Practitioner desirable)
• Excellent leadership, coaching, and team development skills
• Exceptional customer service focus, with the ability to communicate technical information to non-technical stakeholders
• Strong analytical and problem-solving skills with meticulous attention to detail Resilience in high-pressure situations and a collaborative, team-focused mindset
• A passion for efficient processes and innovation
  
  

Not essential but a bonus would also be

• Familiarity with Microsoft Azure, Microsoft InTune, and EPR applications such as SystmOne
• IT project management experience
  
  

What We Can Offer You At Cora Health , we believe that investing in our people means better care for our patients. Alongside a competitive salary, youll enjoy:

• Generous Holidays Up to 30 days of leave plus your birthday off, with options to buy or sell additional days.
• Wellness Support Access to health and wellbeing resources, including GP appointments, physiotherapy, mental health support, and more.
• Recognition & Rewards Celebrate success with performance awards, incentives, and annual colleague recognition events.
• Discounts & Perks Savings through our Benefits Hub, Blue Light Card, and other healthcare-related discounts.
• Sustainability Perks Electric car purchase scheme and Cycle to Work options.
• Flexible Working Hybrid working arrangements and flexibility to support work-life balance.
  
  

We are Cora Health: Cora is a leading provider of community healthcare services in the UK. We deliver MSK (musculoskeletal) services,

diagnostic imaging, day-case surgery, physiotherapy, rehabilitation, podiatry, persistent pain management, mental health, orthopaedic and rheumatology services.

We want everyone to have the opportunity to thrive. We help people help themselves, to get back to their best or to simply find a new way forward. Apply Today If youre a service-focused IT leader with a passion for enabling healthcare excellence, wed love to hear from you. Apply now and help us deliver outstanding IT support that makes a real difference to patients lives.

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