Service Desk Team Lead - People & Performance Champion

Xma; Nottingham; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 yr

Group life insurance

income protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is seeking an experienced Service Desk Team Manager in Nottingham, with weekly travel to Lincoln. You will lead 10 L1 Analysts, drive performance and service excellence, and shape a culture of high-quality customer outcomes.

Based in Nottingham, you will collaborate with Service Delivery Managers to improve efficiency, plan resources and support recruitment, onboarding and training for new team members. The role emphasizes hands-on leadership and continuous service improvement.

Qualifications

• Proven people management experience in an IT service desk or similar environment.
• Experience leading a team and coaching analysts to improve performance.
• Strong communication and stakeholder management skills.
• Experience monitoring KPIs, SLAs and customer satisfaction.
• ITIL Foundation v4 certification.
• Experience with ITSM tools such as ServiceNow, Ivanti or Jira.

Responsibilities

• Lead, manage and develop a team of 1st Line Analysts, ensuring high-quality service delivery.
• Conduct regular 1:1s, performance reviews and coaching.
• Monitor service desk KPIs, SLAs and customer satisfaction.
• Oversee day-to-day service desk operations including workload planning.
• Support recruitment, onboarding and training of new team members.

Skills

People management

Communication

Stakeholder management

Problem solving

Prioritisation

Tools

ServiceNow

Ivanti

Jira

Job description

XMA is seeking an experienced Service Desk Team Manager in Nottingham, with weekly travel to Lincoln. You will lead 10 L1 Analysts, drive performance and service excellence, and shape a culture of high-quality customer outcomes.

Based in Nottingham, you will collaborate with Service Delivery Managers to improve efficiency, plan resources and support recruitment, onboarding and training for new team members. The role emphasizes hands-on leadership and continuous service improvement.