Service Desk Manager

We have an exciting role on offer within our ICT services as a Service Desk Manager.

Are you a passionate ICT leader ready to shape and deliver an exceptional support service

Were looking for a Service Desk Manager to lead our frontline ICT operations and play a key role in delivering our ambitious ICT and Digital Strategy. This is an exciting opportunity to take ownership of a high-performing Service Desk and Engineering function driving service excellence continuous improvement and digital capability across the organisation.

About the role:

As Service Desk Manager youll lead the day-to-day operation of our ICT Service Desk and Engineering teams ensuring a high-quality customer-focused support service for staff and elected members.

Youll be responsible for:

Leading incident and service request management ensuring efficient triage escalation and resolution.

Managing ICT engineers across multiple sites to deliver responsive deskside and field support.

Overseeing the full lifecycle of ICT assets including refresh programmes and inventory accuracy.

Driving service performance through KPIs SLAs and customer feedback

Leading and developing a skilled motivated team through coaching and clear objectives.

Improving services through data-driven insight and ITIL-aligned best practice

Supporting digital upskilling across the organisation through training and knowledge resources.

Managing budgets suppliers and ICT support toolsets to maximise value and performance.

What were looking for:

Youll be an experienced ICT professional with a strong background in Service Desk and support operations leadership ideally within a complex or public sector environment.

Were particularly interested in candidates who have:

Proven experience managing an ICT Service Desk and technical support teams

Strong understanding of ITIL and service management principles

Experience managing asset lifecycles and device refresh programmes

A track record of improving services using performance data and user feedback

Excellent people management skills with a passion for developing others

Confidence managing budgets suppliers and operational delivery ITIL Foundation is essential and higher-level ITIL or technical certifications would be an advantage.

Why join us

At Middlesbrough Council were committed to building a modern digital organisation that delivers excellent services for our community. Youll play a pivotal role in that journey with the opportunity to:

Shape and improve how ICT support is delivered across the Council

Lead a dedicated forward-thinking team

Contribute to major digital transformation initiatives

Develop your career in a supportive and ambitious environment

We offer flexible working a strong commitment to professional development and a culture built on collaboration innovation and continuous improvement.

Ready to make an impact If youre ready to lead innovate and deliver outstanding ICT services wed love to hear from you.

Apply now and help us create a brighter digital future for Middlesbrough.

If you would like to talk through this opportunity further please contact Lynsey Zipfell on

Please note Middlesbrough Council do not currently offer sponsorships.

We operate a Guaranteed Interview Scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability are a looked after young person care leaver or a veteran.