Team Manager – Service Desk

About the role

The Team Manager will lead a high‑performing Service Desk team, ensuring operational excellence and exceptional IT support delivery. This on‑site role in Manchester requires strong stakeholder engagement, performance management and a focus on continuous improvement.

Key responsibilities

• Lead, motivate and develop a team of Service Desk Analysts delivering IT support to users, internal stakeholders and suppliers.
• Manage ticketing platforms such as Remedy and ServiceNow, overseeing incident resolution and escalation.
• Drive performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct regular coaching, 1‑2‑1 meetings, appraisals and HR activities in line with company policy.
• Handle formal escalations from the Service Centre, service providers and users, ensuring timely resolution.
• Develop team capabilities and career growth opportunities.

Required profile

• Proven experience in a Service Desk or Customer Service environment.
• Previous supervisory or management experience.
• Strong organisational, problem‑solving and stakeholder management skills.
• Ability to work under pressure and maintain high team morale.

Required skills

• Smart Metering Networks knowledge.
• ITIL best practices.
• Experience with Remedy ticketing system.
• Experience with ServiceNow ticketing system.