At a Glance
- Tasks: Lead a high-performing ICT Service Desk and Engineering team to deliver exceptional support.
- Company: Join Middlesbrough Council, committed to digital transformation and community service.
- Benefits: Enjoy flexible working, generous annual leave, employee discounts, and a pension scheme.
- Other info: Opportunity for professional development and involvement in major digital initiatives.
- Why this job: Shape the future of ICT support while developing your career in a supportive environment.
- Qualifications: Experience in managing ICT Service Desks and strong people management skills required.
The predicted salary is between 41000 - 51000 £ per year.
We have an exciting role on offer within our ICT services as a Service Desk Manager. Are you a passionate ICT leader ready to shape and deliver an exceptional support service? We’re looking for a Service Desk Manager to lead our frontline ICT operations and play a key role in delivering our ambitious ICT and Digital Strategy. This is an exciting opportunity to take ownership of a high-performing Service Desk and Engineering function, driving service excellence, continuous improvement and digital capability across the organisation.
About the role:
As Service Desk Manager, you’ll lead the day-to-day operation of our ICT Service Desk and Engineering teams, ensuring a high-quality, customer-focused support service for staff and elected members. You’ll be responsible for:
- Leading incident and service request management, ensuring efficient triage, escalation and resolution.
- Managing ICT engineers across multiple sites to deliver responsive deskside and field support.
- Overseeing the full lifecycle of ICT assets, including refresh programmes and inventory accuracy.
- Driving service performance through KPIs, SLAs, and customer feedback.
- Leading and developing a skilled, motivated team through coaching and clear objectives.
- Improving services through data-driven insight and ITIL-aligned best practice.
- Supporting digital upskilling across the organisation through training and knowledge resources.
- Managing budgets, suppliers and ICT support toolsets to maximise value and performance.
What we’re looking for:
You’ll be an experienced ICT professional with a strong background in Service Desk and support operations leadership, ideally within a complex or public sector environment. We’re particularly interested in candidates who have:
- Proven experience managing an ICT Service Desk and technical support teams.
- Strong understanding of ITIL and service management principles.
- Experience managing asset lifecycles and device refresh programmes.
- A track record of improving services using performance data and user feedback.
- Excellent people management skills, with a passion for developing others.
- Confidence managing budgets, suppliers and operational delivery.
- ITIL Foundation is essential, and higher-level ITIL or technical certifications would be an advantage.
Why join us? At Middlesbrough Council, we’re committed to building a modern, digital organisation that delivers excellent services for our community. You’ll play a pivotal role in that journey, with the opportunity to:
- Shape and improve how ICT support is delivered across the Council.
- Lead a dedicated, forward-thinking team.
- Contribute to major digital transformation initiatives.
- Develop your career in a supportive and ambitious environment.
We offer flexible working, a strong commitment to professional development, and a culture built on collaboration, innovation and continuous improvement. Ready to make an impact? If you’re ready to lead, innovate and deliver outstanding ICT services, we’d love to hear from you. Apply now and help us create a brighter digital future for Middlesbrough.
If you would like to talk through this opportunity further, please contact Lynsey Zipfell on Lynsey_Zipfell@middlesbrough.gov.uk.
Please note Middlesbrough Council do not currently offer sponsorships. We operate a Guaranteed Interview Scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.
What we offer: We believe in rewarding our people for their hard work by offering an attractive benefits package including generous annual leave, employee discounts and that all important pension, there’s something to benefit everyone!
- Electric Car Scheme
- Generous Annual Leave
- Pension Scheme
- Flexible/Hybrid Working
- Health & Well-being Benefits
- Discounts on gym memberships, retailers and more
Service Desk Manager in Middlesbrough employer: Middlesbrough Council
Middlesbrough Council is an excellent employer, offering a supportive work culture that prioritises the well-being of its employees while making a meaningful impact in the community. With a strong commitment to professional development and opportunities for growth, staff are encouraged to enhance their skills in a dynamic environment dedicated to safeguarding vulnerable adults. Working in Middlesbrough not only provides a chance to contribute to vital social services but also fosters a collaborative atmosphere where every team member's input is valued.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Middlesbrough
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Middlesbrough Council values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Middlesbrough Council might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Middlesbrough Council!
✨Direct Apply to Middlesbrough Council
Let's not forget to apply directly through the Middlesbrough Council website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Manager in Middlesbrough
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Middlesbrough Council.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Middlesbrough Council. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Middlesbrough Council
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
