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- Tasks: Lead and manage the IT Service Desk and Technical Services Team for top-notch support.
- Company: Midland Heart is a dynamic housing organisation dedicated to providing affordable homes.
- Benefits: Enjoy a competitive salary, career development opportunities, and a supportive work culture.
- Why this job: Join a high-performing team and enhance IT experiences for over 1,000 colleagues.
- Qualifications: Experience in leading IT support teams and a relevant ITIL qualification required.
- Other info: Work from our Birmingham office, Monday to Friday, 9am to 5pm.
The predicted salary is between 46000 - 67000 £ per year.
Location: Birmingham, B15 1LZ
Hours per Week: 35
Term: Permanent
Salary: £57,433 per annum
We're modernising the way we deliver technology services – and we're looking for a confident, customer-focused, technically experienced IT Service Desk Manager to lead our 1st and 2nd Line Support teams through this next phase of improvement and innovation. This is your opportunity to take ownership of a high-performing team, drive a culture of service excellence, and play a pivotal role in enhancing the IT experience for more than 1,000 colleagues across our organisation.
The Role
You'll lead the day-to-day operations of our Service Desk and Technical Services Team – managing people, processes, and performance to ensure colleagues receive a responsive, high-quality service, no matter where they're based.
Key responsibilities include:
- Coaching and developing a skilled team of Service Desk Analysts and Technical Service Engineers.
- Acting as the senior point of escalation for complex support queries.
- Embedding a proactive, data-driven approach to service improvement – monitoring key metrics like ticket volumes, resolution times, and customer satisfaction.
- Supporting the adoption of automation and self-service tools to create efficiencies.
- Building strong working relationships with suppliers, ensuring robust contract management.
- Ensuring consistent service delivery across multiple sites, including remote and on-site support.
You'll work closely with the Head of IT Operations and other stakeholders to shape and optimise our service management approach, helping us build a high-impact, customer-focused function.
What You'll Bring?
We're looking for someone with:
- Proven experience in leading IT support teams – across both 1st and 2nd line – in a fast-paced, customer-facing environment.
- A relevant ITIL qualification, a strong grasp of ITIL service management principles and hands-on experience using service and asset management tools.
- Strong working knowledge of contract management best-practice.
- Great communication and coaching skills – someone who can develop others while building a culture of positivity, collaboration, and accountability.
- A keen eye for service performance data, with the drive to act on trends and implement improvements.
- Good all-round technical knowledge of end-user support environments – including Microsoft 365, Windows, and networking fundamentals.
- Is willing to work from our Birmingham Head Office, 9am until 5pm, Monday to Friday.
Who are Midland Heart?
We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.
Closing Date: 16 July 2025
Interested? Applying is easy - simply click the apply button. You will be directed to our candidate portal. There you can upload a CV and Covering Letter, which show us that you have what it takes to make a success of the role.
We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
No agencies please.
IT Service Desk Manager employer: CharityJob
Contact Detail:
CharityJob Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL service management principles, as this role heavily relies on them. Consider brushing up on your knowledge of service and asset management tools to demonstrate your hands-on experience during the interview.
✨Tip Number 2
Prepare examples of how you've successfully led IT support teams in the past. Highlight specific instances where you improved service delivery or resolved complex issues, as this will showcase your leadership skills and customer-focused approach.
✨Tip Number 3
Research Midland Heart and their values to understand their culture better. Be ready to discuss how your personal values align with theirs, especially regarding collaboration, positivity, and accountability within a team setting.
✨Tip Number 4
Demonstrate your analytical skills by preparing to discuss how you've used data to drive service improvements in previous roles. Bring insights into key metrics like ticket volumes and resolution times to show your proactive approach to enhancing service quality.
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading IT support teams, particularly in 1st and 2nd line environments. Use specific examples that demonstrate your ability to manage people and processes effectively.
Craft a Compelling Cover Letter: In your cover letter, emphasise your customer-focused approach and your experience with ITIL service management principles. Mention how you can contribute to enhancing the IT experience for colleagues and driving a culture of service excellence.
Highlight Relevant Qualifications: Clearly state your ITIL qualification and any other relevant certifications. This will show that you have the necessary knowledge and skills to excel in the role and understand best practices in contract management.
Showcase Communication Skills: Demonstrate your strong communication and coaching skills in both your CV and cover letter. Provide examples of how you've developed team members and fostered a positive, collaborative work environment.
How to prepare for a job interview at CharityJob
✨Showcase Your Leadership Skills
As an IT Service Desk Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully coached and motivated your previous teams, focusing on specific outcomes and improvements.
✨Understand ITIL Principles
Since a relevant ITIL qualification is essential for this role, brush up on your knowledge of ITIL service management principles. Be ready to discuss how you've applied these principles in past roles, particularly in managing service delivery and performance metrics.
✨Prepare for Technical Questions
Expect technical questions related to end-user support environments, including Microsoft 365 and networking fundamentals. Review common issues and solutions, and be prepared to explain your troubleshooting process clearly.
✨Demonstrate Customer Focus
This role requires a strong customer focus, so think of examples where you've gone above and beyond to enhance the customer experience. Highlight any initiatives you've led that improved service quality or customer satisfaction.
