Service Desk Team Lead | ITIL & Customer Experience

MHR; Ruddington; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Access to training courses and qualifications

24/7 access to GP and mental health support

Flexible holiday days

Referral bonus scheme

Employee-led social events

On-site subsidised restaurants

Opt-in private medical insurance

Job summary

A prominent technology services provider in Ruddington is seeking a Service Desk Team Manager to lead a high-performing technical support team. You will be responsible for ensuring service delivery excellence across HR and finance platforms, managing workloads, and implementing ITIL best practices. This role offers a chance to develop your leadership skills while impacting customer satisfaction. With access to training and mental health support, this company values employee well-being and inclusivity.

Qualifications

• Demonstrated experience in service delivery management.
• Ability to coach and lead a technical support team.
• Strong analytical skills to identify trends and improve processes.

Responsibilities

• Lead and manage the Service Desk team to ensure high-quality support.
• Drive operational excellence and implement ITIL best practices.
• Manage workload, ticket resolution, and SLA performance.

Skills

Effective communication

People management

Customer experience

ITIL best practices

Operational excellence

Tools

iTrent

People First

Job description

A prominent technology services provider in Ruddington is seeking a Service Desk Team Manager to lead a high-performing technical support team. You will be responsible for ensuring service delivery excellence across HR and finance platforms, managing workloads, and implementing ITIL best practices. This role offers a chance to develop your leadership skills while impacting customer satisfaction. With access to training and mental health support, this company values employee well-being and inclusivity.