Service Desk Team Manager

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

Social events

On-site restaurant

Private medical & dental coverage

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.
• Drive service improvement initiatives, workload management, escalations and SLA performance.

Skills

Effective communication

People management

Customer experience

ITIL best practices

Operational excellence

Tools

iTrent

People First

Job description

Talent Acquisition Business Partner @ MHR | Driving talent strategy for the teams that deliver service excellence

At MHR, our employees are central to our success and play a key role in helping customers achieve sustainable high performance. With a team of over 900 professionals, we work to make things flow smoothly, whether it's for large organisations or individual employees. As businesses face rapid changes in the world of work, our team is here to help them adapt and thrive.

By focusing on the core needs of efficiency, productivity, growth, and impact, our employees use their expertise to deliver real solutions through our People and Finance platform. This system, which covers finance, HR, payroll, and learning, helps businesses run more smoothly and make better decisions in real time.

With over 40 years of experience behind us, MHR’s track record as a high-performance organisation is built on clear goals, a shared vision, and strong communication – all of which we pass on to our customers.

MHR is more than just a place to work; it’s a platform for empowerment. Joining us means bringing innovation, technology, and teamwork seamlessly removes obstacles, enhances your skills, and allows you to focus on what’s most important to you – work that matters.

With us, you’ll grow, find your flow, and make a lasting difference in your career, your team, and your impact.

Step into a leadership role where your expertise in service delivery, people management, and customer experience truly matters. As a Service Desk Team Manager at MHR, you’ll shape the quality of support provided to organisations using our industry-leading HR, payroll, and finance platforms, including iTrent and People First.

You’ll drive operational excellence, coach a talented team of analysts, and apply ITIL best practice to ensure every customer query is handled with care and precision. This is an opportunity to help grow your career in a fast-paced, innovative environment where continuous improvement, accountability, and customer focus are at the heart of everything we do.

Your Team

You’ll lead a dedicated, high-performing Service Desk team who are passionate about delivering outstanding technical support. Through regular coaching, performance reviews, training, and day-to-day guidance, you’ll help each analyst develop their skills and build confidence in their roles.

You’ll work closely with colleagues across Support, Product, Development, and Infrastructure teams to share knowledge, resolve complex incidents, and maintain a seamless experience for our customers. You’ll foster a positive culture built on collaboration, communication, and customer-first thinking.

Your Impact

Your leadership will directly elevate the service experience for thousands of users who rely on MHR’s technology every day. With responsibility for workload management, ticket resolution, escalations, and SLA performance, you’ll ensure timely, high-quality support that our customers can trust.

By identifying trends, improving processes, enhancing documentation, and driving service improvement initiatives, you’ll influence how MHR continues to evolve and deliver exceptional value. Your decisions will help safeguard data, strengthen security practices, and ensure compliance with legislation and internal policies.

Ultimately, your work will empower organisations to thrive through intelligent, integrated technology and your success will be reflected in improved CSAT scores, operational efficiency, and a motivated, capable team.

Benefits to support you personally and professionally

• Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs
• 24/7 access to a GP through Help at Hand for you and your family, confidential mental health support, and paid sick leave
• Ability to purchase or sell additional holiday days beyond 25 days and bank holidays
• Enhanced Family leave
• My MHRewards offering discounts at over 900 retailers
• Monthly employee recognition program and departmental awards
• Referral bonus scheme of up to £2,000
• Employee-led social events such as running clubs, football teams, book clubs, and bake-offs
• On-site subsidised restaurants offering a variety of fresh meals daily
• Opt-in benefits schemes such as private medical insurance and dental coverage

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.

At MHR, we’re completely committed to creating a supportive and inclusive workplace where all voices are heard, and everyone feels valued and supported.

Whatever your background, abilities and experiences, if you’re excited by this role we want to hear from you. If you require assistance for an interview, please let us know and we’ll make sure your needs are met when you arrive.

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Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Software Development