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- Tasks: Lead a dynamic IT Service Desk team, ensuring top-notch support for over 1,000 colleagues.
- Company: Join Midland Heart, a forward-thinking housing organisation dedicated to providing affordable homes.
- Benefits: Enjoy a competitive salary, career development opportunities, and a supportive work culture.
- Why this job: Be part of a transformative journey in IT services, enhancing user experience and driving innovation.
- Qualifications: Proven leadership in IT support, ITIL qualification, and strong communication skills required.
- Other info: Work from our Birmingham office, Monday to Friday, with a focus on collaboration and growth.
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: Midland Heart
Contact Detail:
Midland Heart 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 readiness for the position.
✨Tip Number 2
Highlight your experience in leading IT support teams, especially in fast-paced environments. Be prepared to discuss specific examples of how you've successfully managed both 1st and 2nd line support teams in previous roles.
✨Tip Number 3
Showcase your ability to analyse service performance data. Think of instances where you've identified trends and implemented improvements, as this will resonate well with the hiring team looking for a data-driven approach.
✨Tip Number 4
Prepare to discuss your communication and coaching skills. This role requires building a positive culture within the team, so think of examples where you've successfully developed others and fostered collaboration.
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 Skills: Clearly outline your technical knowledge, especially regarding Microsoft 365, Windows, and networking fundamentals. Also, showcase your communication and coaching skills, as these are crucial for the role.
Showcase Data-Driven Improvements: Discuss any previous experiences where you have used data to drive service improvements. Mention specific metrics you monitored and how you acted on trends to enhance service delivery.
How to prepare for a job interview at Midland Heart
✨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 the role requires a strong grasp of ITIL service management principles, brush up on these concepts before the interview. Be ready to discuss how you've applied ITIL practices in past roles and how they can benefit the organisation.
✨Highlight Your Technical Knowledge
Make sure to highlight your technical expertise, especially in areas like Microsoft 365, Windows, and networking fundamentals. Be prepared to answer technical questions or scenarios that may arise during the interview.
✨Demonstrate Data-Driven Decision Making
The job involves monitoring key metrics for service improvement. Come prepared with examples of how you've used data to drive decisions and improve service delivery in your previous roles.
