Service Desk Team Manager

At MHR, our employees are central to our success and play a key role in helping customers achieve sustainable high performance. With a team of over 900 professionals, we work to make things flow smoothly, whether it's for large organisations or individual employees. As businesses face rapid changes in the world of work, our team is here to help them adapt and thrive. By focusing on the core needs of efficiency, productivity, growth, and impact, our employees use their expertise to deliver real solutions through our People and Finance platform. This system, which covers finance, HR, payroll, and learning, helps businesses run more smoothly and make better decisions in real time. With over 40 years of experience behind us, MHR’s track record as a high-performance organisation is built on clear goals, a shared vision, and strong communication - all of which we pass on to our customers. MHR is more than just a place to work; it’s a platform for empowerment. Joining us means bringing innovation, technology, and teamwork seamlessly removes obstacles, enhances your skills, and allow you to focus on what’s most important to you- work that matters. With us, you’ll grow, find your flow, and make a lasting difference in your career, your team, and your impact. Your Career Step into a leadership role where your expertise in service delivery, people management, and customer experience truly matters. As a Service Desk Team Manager at MHR, you’ll shape the quality of support provided to organisations using our industry-leading HR, payroll, and finance platforms, including iTrent and People First . You’ll drive operational excellence, coach a talented team of analysts, and apply ITIL best practice to ensure every customer query is handled with care and precision. This is an opportunity to help grow your career in a fast-paced, innovative environment where continuous improvement, accountability, and customer focus are at the heart of everything we do. Your Team You’ll lead a dedicated, high-performing Service Desk team who are passionate about delivering outstanding technical support. Through regular coaching, performance reviews, training, and day-to-day guidance, you’ll help each analyst develop their skills and build confidence in their roles. You’ll work closely with colleagues across Support, Product, Development, and Infrastructure teams to share knowledge, resolve complex incidents, and maintain a seamless experience for our customers. You’ll foster a positive culture built on collaboration, communication, and customer-first thinking. Your Impact Your leadership will directly elevate the service experience for thousands of users who rely on MHR’s technology every day. With responsibility for workload management, ticket resolution, escalations, and SLA performance, you’ll ensure timely, high-quality support that our customers can trust. By identifying trends, improving processes, enhancing documentation, and driving service improvement initiatives, you’ll influence how MHR continues to evolve and deliver exceptional value. Your decisions will help safeguard data, strengthen security practices, and ensure compliance with legislation and internal policies. Ultimately, your work will empower organisations to thrive through intelligent, integrated technology and your success will be reflected in improved CSAT scores, operational efficiency, and a motivated, capable team. Benefits to support you personally and professionally Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including: Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs 24/7 access to a GP through Help at Hand for you and your family, confidential mental health support, and paid sick leave Ability to purchase or sell additional holiday days beyond 25 days and bank holidays Enhanced Family leave My MHRewards offering discounts at over 900 retailers Monthly employee recognition program and departmental awards Referral bonus scheme of up to £2,000 Employee-led social events such as running clubs, football teams, book clubs, and bake-offs On-site subsidised restaurants offering a variety of fresh meals daily Opt-in benefits schemes such as private medical insurance and dental coverage We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment. At MHR, we’re completely committed to creating a supportive and inclusive workplace where all voices are heard, and everyone feels valued and supported. Whatever your background, abilities and experiences, if you’re excited by this role we want to hear from you. If you require assistance for an interview, please let us know and we’ll make sure your needs are met when you arrive.