Service Desk Team Manager

Closing date: 25 June 2026

Do you want to do meaningful work that makes a genuine difference to society? Our main purpose here at The National Institute for Health and Care Excellence (NICE) is to improve health and wellbeing by putting science and evidence at the heart of health and care decision making. As an organisation we all collaborate to achieve this goal by empowering our workforce to do great things!

As Team Manager for NICE's London Service Desk, you will lead a motivated support team, drive continual service improvement, and ensure reliable, resilient service delivery across NICE.

Home base: London or Manchester (travel to London 2 3 times per month).

• Lead and performance manage a Service Desk team to deliver 1st and 2nd line support within agreed service levels.
• Act as a senior escalation point for complex technical issues, including priority incidents, root cause analysis and problem resolution.
• Champion a strong customer first culture, ensuring excellent user experience and clear communication at all levels.
• Own ITIL processes such as incident, problem, change and asset management, ensuring consistency and quality across the service.
• Work closely with the engineering team and business stakeholders to support live services and introduce service improvements.

• Service Desk Institute certification at manager level or other equivalent industry standard and/or ITIL Foundation certification with demonstrable applied experience.
• Specialist knowledge across several relevant areas of expertise, such as M365 Administration, Endpoint Administration Associate, Collaboration Communications Systems Engineer Associate, Microsoft Teams Administration, Azure Fundamentals / AWS Cloud Practitioner Essentials.

• Line and performance management experience of a small team within an IT or digital services support function.
• Experience producing technical documentation for IT professionals and training colleagues in new technical skills and processes.
• Experience implementing ITIL processes (configuration, incident, problem and change management) and ensuring they are followed effectively by team members and the wider IT department.
• Experience supporting reasonable adjustments for staff to promote equality, diversity and inclusion, e.g. integration of assistive technology and digital content best practice in M365 applications.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure to be made to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions.

Salary: £39,959 to £48,117 a year, pro rata.