Service Desk Manager Job at Microlise (Nottingham)

Service Desk Manager

Microlise

Location:
United Kingdom , Nottingham

Category:
IT - Administration

Contract Type:
Not provided

Salary:

50000.00 GBP / Year

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Job Description:

Join us as our next Service Desk Manager and lead the charge in delivering world‑class customer support to our global clients. In this pivotal role, you’ll drive operational excellence across our Support Services team, ensuring rapid incident resolution, exceptional customer experiences, and a culture of continuous improvement. You’ll lead and develop a high‑performing team, enhance service processes, and collaborate closely with internal and external stakeholders to keep our systems and customers running smoothly.

Job Responsibility:

Maintain consistently high levels of customer satisfaction across Support Services
Lead, manage, and motivate the Support Team to ensure customer needs are met and service levels are achieved
Communicate the Microlise Business Strategy and any updates to all team members
Monitor team KPIs, take corrective actions where required, and ensure incidents are resolved within SLA with regular updates provided
Ensure all support processes are fully documented, consistently audited, and continuously improved
Deliver clear communication and training to ensure alignment and adoption of end‑to‑end support and swarm management processes
Coordinate effectively with internal and external stakeholders, including resolver groups, customers, and cross‑functional teams
Conduct and share insights from service and operational performance reviews
Ensure both technical and non‑technical training is delivered, measured, and continually improved
Implement and maintain training and development plans for all team members
Analyse incident trends to identify peak periods, staffing requirements, and opportunities to reduce repeat incidents
Contribute to the development of support processes, tools, templates, documentation, and reports
Ensure effective working practices are in place to support accurate and timely swarming activities
Maintain up‑to‑date swarm management documentation
Provide education, coaching, and guidance to promote adherence to processes and drive ongoing improvements
Develop strong, ongoing knowledge of the Microlise product suite
Standardise work practices, promote a quality culture, and enable service excellence

Requirements:

Demonstrable experience in a customer support leadership role or similar discipline
Extensive experience managing Support Services, Problem Management, Change Management, and Major Incident functions within a 24×7 environment
Proven experience supporting team progression through regular 1:1s and PDPs
Strong customer‑focused mindset with the ability to deliver exceptional technical support
Excellent communication skills, able to translate technical information for non‑technical audiences
Ability to identify customer issues, working with internal teams (Development, Delivery) to drive resolution
Strong track record managing and resolving incidents end‑to‑end
ITIL qualification and significant experience leading IT service teams
Demonstrated ability to drive continuous improvement and meaningful change
Experience managing customers effectively, particularly within blue‑chip environments

What we offer:

Full support and training to ensure you are well equipped to succeed in your role
Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more
33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service
Life Assurance, 4 times your annual salary
Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway
Invested in employee health and well‑being with over 20 mental health first aiders in the business
Employee Assistance Programmes
Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives
Free Microlise Cresswell Racing Tickets, support British Superbikes
Executive Box at Motorpoint Arena Nottingham
Great Place to Work™ certified
Best Workplace in the UK™ for Development, Technology, Wellbeing and Women

Additional Information:

Job Posted:
March 02, 2026

Expiration:
March 19, 2026

Employment Type:

Fulltime

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