It Service Desk Manager

CrossCountry

Birmingham, United Kingdom
Up to £42,500 depending on experience; not specifi...
Proven experience managing it service desk
Strong leadership and people-management skills
Experience working in an itil-aligned environment
This role involves leading a responsive IT Service Desk providing first- and second-line support to approximately 2,000 colleagues

Job Summary

  • This role involves leading a responsive IT Service Desk providing first- and second-line support to approximately 2,000 colleagues.
  • The successful candidate will act as the escalation point for all incidents, handle major incidents, and drive continuous improvement initiatives aligned with ITIL best practices.
  • CrossCountry offers an opportunity to make a visible impact within an organization undergoing exciting change where IT plays a vital role in delivering services to millions of passengers.

Matching Summary

This role involves leading a responsive IT Service Desk providing first- and second-line support to approximately 2,000 colleagues.

Salary

Up to £42,500 depending on experience; Not specified; Participation in on-call rota included

Skills & Requirements

Must-have

  • Proven experience managing IT Service Desk
  • Strong leadership and people-management skills
  • Experience working in an ITIL-aligned environment
  • Excellent incident and problem management skills
  • Data-driven mindset for performance reporting

Nice-to-have

  • Customer-focused approach to service delivery
  • Commitment to continuous improvement initiatives
  • Ability to remain calm under pressure
  • Experience with root cause analysis

Key Requirements

  • Proven experience managing an IT Service Desk
  • Strong leadership and people-management skills
  • Experience working in an ITIL-aligned service environment

Work Rights

Not specified

Tailored Resume

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