Service Desk Team Manager

The Channel Recruiter; Nottingham; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday

Group life insurance

Income protection

Gym discounts

Employee of the Quarter

Referral program

Job summary

XMA in Nottingham is looking for an experienced Service Desk Team Manager to lead and develop a team of 10 L1 Analysts, driving performance and service excellence across the desk.

You will oversee daily operations, monitor KPIs and SLAs, and work with Service Delivery Managers to improve customer outcomes. The role includes recruitment and training support, with weekly travel to Lincoln.

Qualifications

• Proven people management experience in IT service desk.
• Experience managing performance, coaching and development.
• Experience monitoring KPIs, SLAs and operational performance.
• Excellent communication and stakeholder management skills.
• Willingness to travel weekly to Lincoln.

Responsibilities

• Lead, manage and develop a team of L1 Service Desk Analysts.
• Conduct regular 1:1s, performance reviews and coaching.
• Monitor KPIs, SLAs, ticket volumes and customer satisfaction scores.
• Oversee day-to-day service desk operations and escalation handling.
• Support recruitment, onboarding and training of new team members.

Skills

People management

IT Service Desk

KPI monitoring

Coaching

Stakeholder management

Education

ITIL Foundation v4 certification

Tools

ServiceNow

Ivanti

Jira

Job description

Job title: Service Desk Team Manager

Salary: £35,000 - £40,000 (DOE)

Location: Nottingham (with weekly travel to Lincoln)

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, income protection, Gym Discounts, Employee of the Quarter, Employee Referral program

We're looking for an experienced Service Desk Team Manager to join XMA, leading and developing a team of 1st Line Analysts while driving performance and service excellence.

Based in Nottingham, with weekly travel to Lincoln, you'll play a key role in ensuring the smooth running and continuous improvement of the service desk.

At XMA, our people are at the heart of everything we do. Together, we help organisations achieve more through technology while creating a workplace where people can grow, belong and do their best work. If you're looking for a role where your contribution matters, we'd love to hear from you.

Exceptional service is at the heart of our customer experience. Join a team dedicated to solving problems, delivering outcomes and building trusted customer relationships. Whether you're providing technical expertise, service management or operational support, you'll play an important role in helping our customers succeed.

Together, we turn ambition into achievement.

What You'll Be Doing: Service Desk Team Manager

• Lead, manage and develop a team 10 L1 Service Desk Analysts, ensuring consistent performance and high-quality service delivery.
• Conduct regular 1:1s, performance reviews, coaching sessions and development discussions.
• Monitor and manage service desk KPIs, SLAs, ticket volumes and customer satisfaction scores.
• Oversee day-to-day service desk operations, including workload allocation, resource planning and escalation management.
• Manage team attendance, performance and adherence to company policies and procedures.
• Identify opportunities for continuous service improvement, implementing changes to improve efficiency and customer experience.
• Act as an escalation point for internal and external customers, ensuring issues are resolved effectively.
• Work collaboratively with Service Delivery Managers and other technical leaders to achieve departmental objectives.
• Support recruitment, onboarding and training of new team members.

What We're Looking For: Service Desk Team Manager

Essential:

• Proven people management experience, ideally within an IT Service Desk, IT Support or technical support environment.
• Experience working within a technical service desk environment.
• Demonstrable experience managing individual performance, coaching team members and supporting their professional development.
• Experience monitoring service desk KPIs, SLAs and operational performance.
• Excellent communication, stakeholder management and problem-solving skills.
• Ability to manage competing priorities and maintain service standards in a busy environment.
• Willingness and ability to travel to Lincoln on a weekly basis.

Desirable:

• 2–3 years' experience managing an IT Service Desk team.
• ITIL Foundation v4 certification.
• Experience using ITSM platforms such as ServiceNow, Ivanti or Jira.
• Knowledge of workforce planning, call management systems and service desk reporting.

Inclusion at XMA

At XMA, we believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at , and we will be happy to support you.

Keywords: Service Desk Team Manager, Service Desk Team Leader, People management, IT Support Team Leader, 1st Line IT Support Team Leader, IT Help Desk Manager, Service Delivery, Line Management, IT Service Management, Incident Management, Nottingham, Nottinghamshire, Lincoln