Service Centre Team Manager

About the role

The Service Centre Team Manager will lead a group of Service Desk Analysts delivering high‑quality IT support to internal users and external suppliers. Working on‑site in Manchester, you will ensure incidents are resolved efficiently while meeting SLA and KPI targets.

Key responsibilities

• Lead, motivate and develop a team of Service Desk Analysts.
• Manage ticketing platforms such as Remedy and ServiceNow, overseeing incident resolution and escalation.
• Drive performance against agreed Service Level Agreements and Key Performance Indicators.
• Conduct regular 1‑2‑1s, appraisals, disciplinaries and return‑to‑work interviews in line with HR policy.
• Handle formal escalations from the Service Centre, service providers and users.
• Promote continuous improvement and apply ITIL best practices to enhance service delivery.

Required profile

• Proven experience managing a Service Desk or similar IT support team.
• Strong stakeholder engagement and relationship‑building abilities.
• Excellent organisational skills and the capacity to work under pressure.
• Ability to analyse technical information and make data‑driven decisions.

Required skills

• ITIL framework knowledge.
• Hands‑on experience with Remedy ticketing system.
• Hands‑on experience with ServiceNow ticketing system.
• Understanding of Smart Metering Networks (domain knowledge).

What we offer

• Full‑time, permanent role with competitive benefits.
• Dynamic, on‑site environment with shift work covering 8 am‑8 pm, 7 days a week.
• Opportunities for professional development and career progression.