Service Desk Team Lead – People & Performance

The Channel Recruiter Ltd.; East Midlands; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 y

Group life insurance

Income protection

Gym discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA in Nottingham is seeking a Service Desk Team Manager to lead and develop a team of 1st Line Analysts, driving performance and service excellence. The role involves weekly travel to Lincoln and overseeing day-to-day service desk operations to ensure high-quality support.

You'll monitor KPIs, coach staff, and work with Service Delivery Managers to meet department objectives, while supporting recruitment and onboarding of new team members.

Qualifications

• Proven people management experience in an IT service desk.
• Experience coaching and developing team members.
• Excellent communication and stakeholder management.
• Experience monitoring KPIs, SLAs and performance.
• Willingness to travel weekly to Lincoln.
• ITIL Foundation v4 certification is desirable.

Responsibilities

• Lead and develop a team of 10 L1 Service Desk Analysts.
• Monitor KPIs, SLAs and ticket volumes.
• Oversee day-to-day service desk operations and escalation handling.
• Support recruitment, onboarding and training.
• Collaborate with Service Delivery Managers and other leaders.

Skills

People management

IT service desk experience

Communication

Stakeholder management

Problem-solving

Prioritisation

Weekly travel to Lincoln

Tools

ServiceNow

Ivanti

Jira

Job description

XMA in Nottingham is seeking a Service Desk Team Manager to lead and develop a team of 1st Line Analysts, driving performance and service excellence. The role involves weekly travel to Lincoln and overseeing day-to-day service desk operations to ensure high-quality support.

You'll monitor KPIs, coach staff, and work with Service Delivery Managers to meet department objectives, while supporting recruitment and onboarding of new team members.