Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and develop a service desk team to enhance IT support and customer experience.
- Company: Join UK Biobank, a leader in data-driven research and innovation.
- Benefits: Enjoy 26 days annual leave, healthcare plans, gym access, and more perks.
- Why this job: Shape the future of IT support while making a real impact on research.
- Qualifications: 3+ years managing a service desk; strong Microsoft tech knowledge required.
- Other info: On-site role in Greater Manchester with a focus on professional development.
The predicted salary is between 48000 - 50000 £ per year.
Service Desk Manager
Application Deadline: 23 July 2025
Department: Data & Technology
Employment Type: Permanent
Location: Cheadle
Reporting To: Andrew Baugh
Compensation: £48,000 – £50,000 / year
Description
Can you do it?
- Leading, coaching, and developing a service desk team to deliver consistent, high-quality support
- Redesigning service desk workflows and structure to improve responsiveness and resolution rates
- Using data and reports to drive service enhancements and identify opportunities for automation
- Establishing KPIs and SLAs to monitor and elevate service delivery
- Collaborating with senior leaders to embed a customer-first culture across IT operations
- Monitoring ticket trends, team performance, and end-user satisfaction to ensure continuous improvement
Is this you?
- At least 3 years’ experience managing a service desk or equivalent support function
- Operational experience in a complex, multi-site organisation
- Strong knowledge of Microsoft technologies and experience supporting both on-site and remote users
- Experience shaping customer service strategies and implementing effective communication plans
- Familiarity with organisational change management and customer profiling
- Proven ability to build and manage service desk KPIs and performance against SLAs
Be rewarded and recognised
- 26 days’ annual leave (increasing with length of service) plus Bank Holidays
- Holiday buy scheme (purchase up to one additional week of leave per year)
- Paid day off for your birthday
- USS Pension Scheme (hybrid defined benefit/defined contribution)
- Healthcare Cash Plan
- Enhanced family leave from day one
- Cycle to work scheme
- Season ticket loan
- Professional subscriptions reimbursement (where applicable)
- Free on-site gym and subsidised canteen lunches
- Free car parking
- Employee discounts portal
- Employee Assistance Programme
- Annual flu vaccination
- Life Assurance cover
#J-18808-Ljbffr
Service Desk Manager employer: UK Biobank Limited
Contact Detail:
UK Biobank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with the latest trends in IT service management. Understanding frameworks like ITIL can give you an edge, as it shows your commitment to best practices in service delivery.
✨Tip Number 2
Network with current or former employees of UK Biobank. They can provide insights into the company culture and expectations for the Service Desk Manager role, which can help you tailor your approach.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service desk operations in the past. Highlighting measurable outcomes will demonstrate your ability to drive performance and enhance customer satisfaction.
✨Tip Number 4
Showcase your leadership skills by discussing your experience in coaching and developing teams. Be ready to explain how you've fostered a customer-first culture in previous roles, as this aligns with UK Biobank's values.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Service Desk Manager position. Tailor your application to highlight relevant experience and skills that align with the role.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your experience in managing service desks or similar support functions. Use bullet points to detail your achievements, particularly those related to customer service strategies and performance metrics.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples from your past experience that demonstrate your ability to lead a team, improve service delivery, and implement effective communication plans.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail and professionalism, which are crucial for a managerial role.
How to prepare for a job interview at UK Biobank Limited
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Manager. Familiarise yourself with the key tasks mentioned in the job description, such as leading a team, redesigning workflows, and establishing KPIs. This will help you articulate how your experience aligns with their needs.
✨Showcase Leadership Skills
Prepare examples that demonstrate your leadership abilities, especially in managing a service desk team. Discuss how you've coached and developed team members in the past, and be ready to share specific outcomes from your leadership efforts.
✨Emphasise Customer Service Experience
Since the role focuses on delivering a customer-first service, be prepared to discuss your experience in shaping customer service strategies. Highlight any successful communication plans you've implemented and how they improved user satisfaction.
✨Data-Driven Decision Making
UK Biobank values data-driven enhancements, so be ready to talk about how you've used data and reports to drive service improvements in previous roles. Share specific examples of how you've identified opportunities for automation or improved responsiveness based on ticket trends.
