Technical Helpdesk Manager

Xerox; City of Edinburgh; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global technology firm in Edinburgh seeks a Service Desk Manager to lead the End User Support Service Desk. You will manage a team of analysts, ensure efficient handling of service requests, and drive service improvements. The ideal candidate has over 7 years of experience in IT support, strong leadership skills, and knowledge of ITIL processes. This position is a great opportunity for someone who values client relationships and enjoys developing teams.

Qualifications

• 7+ years in customer-facing IT support/Service Desk environment.
• Experience coaching, motivating, and developing technical teams.
• Strong understanding of ITIL processes.

Responsibilities

• Lead a team of 1st and 2nd Line Analysts.
• Manage service desk operations ensuring efficient handling of requests.
• Analyze ticket trends for proactive service improvements.

Skills

Customer-facing IT support experience

People leadership skills

Troubleshooting skills

Communication skills

ITIL-based process knowledge

Data analysis skills

Tools

Microsoft technologies

Citrix

VMware

ITIL qualifications

Job description

Location: Edinburgh, United Kingdom

City: Edinburgh

Department: Technical Helpdesk & Digital Remote Support

Job Title: Service Desk Manager

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client‑centric and digitally‑driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work.

Learn more about us at www.xerox.com.

Xerox IT Services UK is part of a 150‑strong IT organisation delivering managed IT and infrastructure services to Xerox and its acquired companies. We’re looking for a Service Desk Manager to lead the End User Support Service Desk for a key client based in central Edinburgh.

What you’ll do

• Lead and manage a team of 1st and 2nd Line Analysts (office‑based and field‑based).
• Own day‑to‑day Service Desk operations, ensuring incidents, requests and changes are handled efficiently and within SLAs.
• Analyze ticket trends and engineer KPIs to reduce ticket volumes and drive proactive service improvements.
• Act as a key escalation point for technical and service issues.
• Work closely with Service Delivery, Applications, Infrastructure & Platforms, Technical Specialists and HR teams.
• Participate in CAB, problem and risk meetings, feeding in Service Desk insight.
• Maintain and improve knowledge base articles, run books and documentation.
• Support onboarding of new services and projects into BAU.
• Liaise with suppliers and resolver groups to ensure timely resolution.
• Occasionally handle end‑user calls during peak periods.

What you’ll bring

• Significant experience (around 7+ years) in a customer‑facing IT support / Service Desk environment.
• Strong people leadership skills: coaching, motivating and developing technical teams.
• Broad infrastructure support knowledge and excellent troubleshooting skills.
• Clear, confident communication skills with both technical teams and business stakeholders.
• Solid understanding of ITIL‑based processes (Incident, Problem, Change, Configuration).
• Ability to analyze data, spot trends and translate insights into service improvements.

Nice to have

• Certifications or hands‑on experience with: Microsoft technologies, Citrix, VMware, ITIL qualifications.

If you’re a hands‑on leader who enjoys improving services, developing people and building strong client relationships, we’d love to hear from you.