Service Desk Team Manager

Severn Trent

Service Desk Team Manager leading IT Operations at Severn Trent. Delegates responsibilities, develops service quality and implements AI for efficiency improvements.

Posted 5/1/2026full-timeCoventry • 🇬🇧 United KingdomMid-LevelSenior💰 £55,000 - £60,000 per yearWebsite

About the role

Key responsibilities & impact

Developing and delivering a people‑centred, customer‑focused service
Leading a team of multi‑disciplinary technical professionals in the day‑to‑day operation of the IT Service Desk
Operationally responsible for Service Desk policies, processes and service insight
Ensuring the Service Desk is organised, resilient, and equipped to provide a responsive experience
Exploring how to utilise AI and Automation to enhance efficiency and the user experience
Overseeing appropriate escalation to Incident Management during major incidents
Supporting the adoption of standards that improve service quality

Requirements

What you’ll need

Experience leading and developing Service Desk or IT Operations teams
Strong knowledge of ITIL practices and Service Management fundamentals
The ability to use data intelligently while also applying insight, context and judgement
A collaborative, supportive leadership style with a genuine focus on colleague wellbeing and experience

Benefits

Comp & perks

28 days holiday plus bank holidays (with option to buy or sell up to 5 days)
Annual bonus scheme (up to £2,225, subject to eligibility)
Family‑friendly policies, including a year of fully paid maternity and adoption leave
Leading pension scheme – we double your contribution up to 15%
Sharesave scheme
Dedicated learning through our Academy
EV scheme, retail offers, and two paid volunteering days per year

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Applicant Tracking System Keywords

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Hard Skills & Tools

AIAutomationITILService Management

Soft Skills

leadershipcollaborationsupportivecustomer-focusedpeople-centredwellbeing