Service desk manager jobs in BirminghamCreate job alerts

Service Delivery Planner Location: Birmingham (B33) Reports to: Service Desk Manager Salary: £27,500 Full-Time | Permanent | Office Based Are you a highly organised, customer-focused professional with a knack for scheduling and coordination? Do you thrive in a fast-paced service environment and enjoy making a real impact on operational efficiency? If so, we want to hear from you! We’re looking for a Service Delivery Co-ordinator to join our clients well known and growing business. In this role you will be supporting field engineers and ensuring exceptional service delivery across reactive, preventative, and remedial maintenance activities. What You’ll Be Doing • Coordinating and scheduling engineer visits for planned and reactive maintenance., • Acting as the first point of contact for customer queries and service requests., • Maximising engineer utilisation and ensuring SLA compliance., • Liaising with internal teams, subcontractors, and suppliers to deliver seamless service., • Managing subcontractor bookings and raising orders in line with company procedures., • Tracking job completion and ensuring accurate reporting across departments., • Supporting national and key account customers with high-level service coordination., • Optimising engineering hours and reducing non-productive time., • Meeting daily/weekly revenue targets., • Ensuring detailed and accurate processing of service calls., • Strong communication skills with customers, engineers, and internal teams., • Proven ability to resolve customer issues and manage competing priorities., • Commercial awareness and a results-driven mindset., • IT literate (Word, Excel, Outlook) and confident working with service databases., • Calm, resilient, and flexible under pressure., • Be part of a collaborative and supportive team., • Make a real impact on service delivery and customer satisfaction. Apply now or contact us to learn more about this exciting opportunity!

Job Description Services Sales Manager Job Title:Services Sales Manager Department:Services /Tech Location:7 Vantage Drive, Sheffield (Hybrid) Reports to:Director of Operations & Service Delivery Direct reports:None Contract:Fulltime, permanent Role Purpose Own the commercial and service relationship for Managed Service clients, ensuring what we sell is deliverable, profitable, andexceeds client expectations. You willmanageinlifeaccounts from aserviceperspective (QBRs, success plans, project facilitation, service improvements),protect and grow renewals, andwin new managed services opportunitiesacross existing andnetnewclients.Youllalsobuild pricing,administer contract paperwork, and act as theconduitbetween Account Managers, clients, the Service Desk, and the Service Delivery Manager to keep delivery and commercials in lockstep. Key Responsibilities 1. Client Success & Service Governance • LeadQuarterly Business Reviews (QBRs)andin-lifeservice reviews: communicate performance, risks, roadmap, and improvement actions; track to closure., • Maintain the client success plan (health, SLAs, CSAT, risk/opportunity) and own escalations in partnership with Service Delivery Manager / Service Desk Manager., • Facilitate projects flowing from QBRs and audits (e.g., upgrades, cloud migrations, security initiatives) by coordinating Professional Services resourcing. 2. Renewals & Commercial Growth • Ownrenewal cyclesend to end: forecasting, notice, scope/seat validation, pricing refresh, paperworkexecutionand internal system updates, in line with the Contract Management procedure., • Driveexpansion revenue(cross sell/upsell of MSP, security, backup ,monitoringand project services) in collaboration with Account Managers., • Identify and convertnet-newMSP opportunitiesprospect with Sales, run discovery, shape scope to Millgates approved service stack, and close. 3. Pricing, Proposals & Contract Administration • Build client specificpricing models(per user/per device and addons), ensuring scope aligns to supported services and SLAs; prepare proposals/SOWs., • Coordinatecontract execution(e-sign, approvals, records), then ensure CRMand the master contract registersand filingare updated per process., • Safeguard margin and service quality through accurate effort estimates, risk identification, dependency management and clear acceptance criteria. 4. Cross Functional Conduit Functional Conduit • Serve as thebridgebetweenAccount Managers,clients,ServiceDeskand theService Delivery Manageraligning commercials, capacity, and customer outcomes; ensure whats sold is supportable and set up for success., • Work with Service Desk and Delivery to ensure onboarding, changes and project to managed service transitions follow process and are fully documented. 5. Governance, Systems & Reporting • KeepNetSuite/CRMaccurate(opportunities, quotes, orders, contracts, QBR notes, tasks); required by theISO 9001 QMS., • Renewal rateandNet Revenue Retention (NRR)across MSP clients., • QBR completion, action closure and documented on CRM, • Services growth: expansion, project pull through from QBRs., • Proven success inMSP / Managed Servicesaccount growth, renewals, or service-led sales., • Confident runningQBRs/service reviews, turning insights into scoped, deliverable work., • Strong commercial acumen with hands on experience buildingper userpricing and addon bundles aligned to SLAs and support scope., • Familiarity withCRM and Microsoft SharePointforcontract/renewaladministration; understanding of ISO aligned documentation discipline. JBRP1_UKTJ

IT Service Delivery Manager - Retail or Hospitality Industry experience required. IT Service & Digital Transformation Manager. Service Desk function, and have autonomy to challenge, redesign, and improve how services are delivered.

We are looking for an experienced and dynamic Service Delivery Manager to oversee the efficient, reliable, and customer-focused delivery of IT services across the organisation. In this role, you will lead the IT Service Desk team, ensure high levels of customer satisfaction and efficient service res

As our Systems Analyst, you'll work closely with the Senior Systems Analyst (SSA), Application Support Manager (ASM), and Service Desk teams to support the delivery of high-quality IT services. Are you an IT systems professional with experience in technical business applications support, who is read

A forward-thinking IT services organisation in the United Kingdom seeks an experienced Service Delivery Manager. You will be responsible for managing the IT Service Desk team, ensuring reliable and customer-focused service delivery. Ideal candidates will have significant experience in IT service del

Cisco Principal Network Design Engineer - Quinton (Birmingham) - Hybrid Telent Technology Services Limited is a leading technology company and specialist in the design, build, operation, and maintenance of the UK's critical digital infrastructure, drawing on decades of experience in mission critical communications and technology. With a strong focus on key customer areas including transport, emergency services, network providers and the public sector, our expertise, accreditations, and knowledge make us a trusted partner for organisations at the forefront of the digital revolution. Key Responsibilities: This role is required to provide complex support to the Corporate Network project for Cisco ISE, ASA and Umbrella, as well as Network Design and architect responsibilities. - Act as a single point of contact (Customer Technical Advocate) for the customer and internal stakeholders for Corporate LAN Network, with skills within Cisco ISE, ASA and Umbrella. - Work as part of a dedicated engineering team providing technical Solutions, Design Architecture and support across modern networks. - Responding to problems escalated via the NRTS/Highways Technology Service desk/NOC and progressing the issue until closure to the customer's satisfaction, liaising with the NRTS NOC, field O&M/ customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs. - Updating and documenting Service Requests on a Remedy system - Participation in a 24-hour call out rota for outside of normal working hours support. - Maintaining up to date product and technology knowledge - Escalation of product defects to the appropriate Business Division or third parties. - Attendance at customer meetings - Build relationships, customer trust, manage difficult situations, and negotiate conflict resolution. - Advocate for the customer during system outages/impairments and priority setting towards Telent for open issues. - Maintain customer satisfaction by assisting providing services that are fully compliant with the KPI. - Deliver support; synchronize and communicate between Technical Support team, NOC, and customer. Ensure proper customer follow-up and escalation. - Facilitate identification of control mechanisms and critical action/recovery paths for system components - Assist on providing Proactive Maintenance by monitoring and anticipating network performance with the result of avoiding issues/outages in the customer network. - Assist on providing conduct network performance analysis to assess the impact of a problem and to solve customer service-related issues. - Manage preparation and execution of service migration MOPs, network upgrades and retrofits, and ensure related communication towards the engineering team. - Timely notification anomalies with respect to products and their operational configurations, to avoid known issues in NRTS and National Highways Corporate Network which may have potential operation impact. Analyze if a technical document (procedure, notification) is applicable to the NOC, field O&M and propose Action Plan Key Objectives: - Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs - Support Corp Network project for Cisco ISE, ASA and Umbrella - Provide Network Design and architect responsibilities. - Provide the required Management Information & regular management updates. - Qualitative Input into the appropriate database/s to track and manage standard and bespoke processes. - Designing and implementing new SD-WAN solutions - Monitoring network performance - Producing network support documentation - Create workarounds, solutions, and mitigations for identified issues. - Identified issues requiring more detailed and in-depth analysis and escalate to product manufacture. - Implement Approved Configuration Changes. - Obtaining appropriate documentation in connection with the customer's request, as per the defined processes. - Dealing with, monitoring of, or escalation of issues in an appropriate and timely manner, ensuring recording of all relevant details for dissemination into the business. - Attendance at Customer, supplier and Team meetings as required. - Undertake 'Special Projects' or Task / Process ownership, at Managers request, to facilitate self-development. - Analyse the event information for trends and patterns that indicate performance degradation, early indicators of failures, reoccurring events and raise these to Problem Management Team - Supports the Problem Resolution Manager with trend analysis related to proactive Problem Management. - Attend Tier1 & 2 National Highways Corporate sites as and when required necessary. - Take part in the on-call rota to provide out of hours remote support for National Highways NRTS and Corporate LAN Network. Must be able to demonstrate sound technical understanding in several of the following disciplines: - Cisco ISE, ASA, Meraki and Umbrella - these must have skills. - Skills in Cisco switches and routers and Meraki devices - Proficiency in maintenance and firmware upgrades - Knowledge of Infrastructure Security, network management tools, MPLS, SD-WAN, VPN, and routing protocols - Have knowledge of and experience with the data, network and transport layers of communication or networking systems, IPV4/6, TCP, and other emerging protocols. We are guided by our values and behaviours: - Be Inclusive - Take Responsibility - Collaborate - Be Customer-focussed. What we offer A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver. We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone be themselves and to thrive at work. The additional benefits with this role: - 26 days annual leave, plus public holidays, plus the option to buy up to 10 days or sell six days each year. - Company pension scheme - A range of family friendly policies - Occupational health support and wellbeing Portal - Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

Experienced Recruitment Consultant – Erdington, Birmingham, B23 Salary- £26,500-£30,000 dependant on experience + Uncapped, Market-Leading OTE Working Hours: Monday to Friday 8:30am – 5:30pm (1-hour lunch) * MUST HAVE RECRUITMENT EXPERIENCE * Are you ambitious, commercially driven, and ready to build something meaningful? Siamo Group is expanding, and we’re looking for a high-performing experiences Recruitment Consultant to join our successful Birmingham team. Whether your background is temporary, permanent, or dual desk recruitment, if you have at least 12 months’ experience and a hunger to succeed — we want to hear from you. Why Join Siamo? Siamo Group is an award-winning national recruitment business operating from over 60 locations across the UK. Established in 1984, we’ve grown into an ISO 9001 accredited organisation recognised as one of the London Stock Exchange’s Top 1000 Companies to Inspire Britain. But what truly sets us apart is our people and our progression. What We Offer What We Offer: Uncapped commission structure – market-leading earning potential Transparent bonus schemes (temporary & permanent desks) Clear career progression – 10 of our leadership team started as Consultants Accredited training programmes via our Ofsted-approved training arm Full employee benefits package Pension scheme & life insurance Additional holidays with service Annual company celebration event (hotel, food & entertainment provided) A genuine, supportive team culture with strong valuesWhat Does Success Look Like in This Role? We’re not just hiring a recruiter — we’re hiring a future leader. A successful Recruitment Consultant at Siamo demonstrates: Commercial Drive Builds and converts new business opportunities Understands margins, KPIs, and revenue growth Confident negotiating rates and closing deals Target Focus Thrives in a performance-driven environment Consistently achieves (and exceeds) sales and activity targets Manages time effectively to maximise billings Relationship Builder Develops long-term partnerships with clients Delivers exceptional candidate experience Builds strong talent pipelines and networks Organised & Strategic Manages a portfolio of clients and vacancies Prioritises workload in a fast-paced environment Uses CRM systems and recruitment tools effectively Resilient & Tenacious Handles objections professionally Maintains momentum during challenges Stays positive, solutions-focused, and proactiveWho Will Thrive Here? Someone with: A strong personality and natural rapport-building ability A passion for people and performance Energy, ambition, and a competitive edge A desire to grow into a Senior Consultant, Manager, and beyondThis is more than just a recruitment role — it’s an opportunity to build a long-term career within a business that promotes from within and invests in its people. If you're ready to take your recruitment career to the next level and want to be part of a business that truly rewards performance, apply today

JOB ROLE - APPLICATION SUPPORT ANALYST LOCATION - BIRMINGHAM (3 OFFICE DAYS PER WEEK) DURATION - FIXED TERM CONTRACT (RUNNING UNTIL END OF 2026) SALARY - £51,102 We are working with a Midlands based Purpose-Led Organisation who deliver care and community services at Scale, who are looking for an Application Support Analyst to join their Technology & Transformation team. You will be focused on providing 2nd and 3rd line support across key business systems, liaising with stakeholders on delivering system improvements, enhancements and testing, and you will support the Application Support Manager with ongoing development and optimisation of their applications. Specific experience with Housing Management Systems is essential. KEY RESPONSIBILITIES: • Act as 2nd and 3rd line support for key business systems. - Work with the Service Desk team to share knowledge and best practices. - Work with the Application Support Manager to identify and engage with business stakeholders to understand the business strategy and demands. - Contribute to the change and upgrade roadmap for key business systems. - Work with the Application Support Manager to plan and deliver upgrades and implementations with testing schedules and release programmes. KEY EXPERIENCE: • Experience working in Application Support/System Analysis Roles, particularly as a 2nd and/or 3rd line analyst. - Experience working with Housing Management Software, specifically with Northgate is desirable. - Experience of configuration, coding and testing within specialist applications. - Experience working with SQL databases, writing queries and stored procedures. - Experience of software testing and script development, in traditional and agile environments. - Stakeholder engagement and communication with the ability to hit the ground running in a fast-paced environment. We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age. We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters

The Workplace Technology Manager will oversee the management and implementation of workplace technology solutions within the public sector. This role requires expertise in technology systems and a focus on delivering efficient and effective solutions to meet organisational needs. Client Details The organisation is a well-established entity within the public sector, recognised for its commitment to supporting and enhancing workplace efficiency through innovative technology solutions. It operates as a medium-sized organisation and prioritises excellence in its operations. Description Lead the management and implementation of workplace technology systems and tools. Ensure the seamless operation of technology solutions across the organisation. Collaborate with various departments to identify and address technology requirements. Oversee vendor relationships and ensure the delivery of agreed service levels. Develop and manage the workplace technology strategy in alignment with organisational objectives. Monitor system performance and implement improvements as necessary. Provide guidance and support to internal teams on workplace technology matters. Ensure compliance with relevant technology regulations and policies.Profile A successful Workplace Technology Manager should have: Essential · Hands‑on experience with end user hardware, desk setups, docking solutions and multi‑screen configurations. · Good understanding of DSE principles and user‑centred workstation design. · Strong knowledge of Microsoft Teams Rooms and meeting room AV systems including cameras, microphones, speakers, displays · Experience specifying and evaluating large displays and projectors suitable for meeting rooms. · Solid understanding of Microsoft 365 and Microsoft Teams device integration. · Experience designing wireless coverage and access point placement, ideally with Cisco Meraki, including heatmapping and density planning. · Working knowledge of switching fundamentals including VLANs, patching and edge switch capacity planning. · Experience reviewing structured cabling plans and working with cabling contractors during refurbishments or fit‑out projects. · Experience reviewing and challenging technical proposals from AV and network suppliers. · Strong communication, analytical and problem‑solving abilities. · Ability to work on‑site during critical installation and commissioning phases. · Ability to produce clear and accurate technical documentation. · User‑focused with a pragmatic and delivery‑orientated approach. · Comfortable challenging suppliers and partners while maintaining strong working relationships. · Detail conscious with strong organisational discipline. · Calm under pressure and able to work independently. · Technically credible and able to influence without relying on hierarchy. Job Offer Competitive salary ranging from £60,000 to £65,000 per annum. 12 month FTC Hybrid working Fixed-term contract offering stability and structure. Opportunity to work within the public sector, contributing to impactful projects. Supportive work environment with a focus on professional growth.This is an excellent opportunity for a Workplace Technology Manager to make a meaningful impact in the public sector. We encourage all qualified candidates to apply

Role: Recruitment Resourcer / Recruitment Consultant Location: Solihull, Birmingham VGC Group are one of the UK's leading labour supply companies, supporting major tier one contractors on the largest infrastructure projects in the country. As a people business, we invest in our people, support the development of our workforce, and aim to create opportunities for our workforce to progress in their career. We are looking for a Recruitment Resourcer / Recruitment Consultant to join our growing team in Solihull. This is a fantastic opportunity to work on an established desk of Tier 1 clients across the West Midlands, allowing you to focus on creating relationships, delivering results and growing existing partnerships. You will be supported by an experienced team who can provide training, guidance and operational support to help you grow and succeed in your role. Key responsibilities: *Develop an existing portfolio of Tier 1 clients across the West Midlands. *Build strong, long term relationships with hiring managers and key stakeholders *Source, interview and place high quality candidates with our clients *Advertise current vacancies on job portals *Work closely with the Labour Desk Manager to review client workforce needs and plan recruitment activity accordingly *Collaborate with the Resource and Compliance Specialist to ensure smooth candidate onboarding and all compliance requirements are completed efficiently What we're looking for: *Previous experiencer in Recruitment or Talent Acquisition *Strong communication skills *Proactive and organised *Ability to work independently whilst also collaborating with internal teams *Hold a full UK driving license Why join us: You will be joining a team that values collaboration, client and candidate service. With a strong client base already in place and structured support from our team, this role provides a great platform to build a successful and rewarding Recruitment career. Interested? Apply today with an up to date CV or call James on (phone number removed) to discuss further and apply

Cisco Principal Network Design Engineer - Quinton (Birmingham) - Hybrid Telent Technology Services Limited is a leading technology company and specialist in the design, build, operation, and maintenance of the UK's critical digital infrastructure, drawing on decades of experience in mission critical communications and technology. With a strong focus on key customer areas including transport, emergency services, network providers and the public sector, our expertise, accreditations, and knowledge make us a trusted partner for organisations at the forefront of the digital revolution. Key Responsibilities: This role is required to provide complex support to the Corporate Network project for Cisco ISE, ASA and Umbrella, as well as Network Design and architect responsibilities. - Act as a single point of contact (Customer Technical Advocate) for the customer and internal stakeholders for Corporate LAN Network, with skills within Cisco ISE, ASA and Umbrella. - Work as part of a dedicated engineering team providing technical Solutions, Design Architecture and support across modern networks. - Responding to problems escalated via the NRTS/Highways Technology Service desk/NOC and progressing the issue until closure to the customer's satisfaction, liaising with the NRTS NOC, field O&M/ customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs. - Updating and documenting Service Requests on a Remedy system - Participation in a 24-hour call out rota for outside of normal working hours support. - Maintaining up to date product and technology knowledge - Escalation of product defects to the appropriate Business Division or third parties. - Attendance at customer meetings - Build relationships, customer trust, manage difficult situations, and negotiate conflict resolution. - Advocate for the customer during system outages/impairments and priority setting towards Telent for open issues. - Maintain customer satisfaction by assisting providing services that are fully compliant with the KPI. - Deliver support; synchronize and communicate between Technical Support team, NOC, and customer. Ensure proper customer follow-up and escalation. - Facilitate identification of control mechanisms and critical action/recovery paths for system components - Assist on providing Proactive Maintenance by monitoring and anticipating network performance with the result of avoiding issues/outages in the customer network. - Assist on providing conduct network performance analysis to assess the impact of a problem and to solve customer service-related issues. - Manage preparation and execution of service migration MOPs, network upgrades and retrofits, and ensure related communication towards the engineering team. - Timely notification anomalies with respect to products and their operational configurations, to avoid known issues in NRTS and National Highways Corporate Network which may have potential operation impact. Analyze if a technical document (procedure, notification) is applicable to the NOC, field O&M and propose Action Plan Key Objectives: - Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs - Support Corp Network project for Cisco ISE, ASA and Umbrella - Provide Network Design and architect responsibilities. - Provide the required Management Information & regular management updates. - Qualitative Input into the appropriate database/s to track and manage standard and bespoke processes. - Designing and implementing new SD-WAN solutions - Monitoring network performance - Producing network support documentation - Create workarounds, solutions, and mitigations for identified issues. - Identified issues requiring more detailed and in-depth analysis and escalate to product manufacture. - Implement Approved Configuration Changes. - Obtaining appropriate documentation in connection with the customer's request, as per the defined processes. - Dealing with, monitoring of, or escalation of issues in an appropriate and timely manner, ensuring recording of all relevant details for dissemination into the business. - Attendance at Customer, supplier and Team meetings as required. - Undertake 'Special Projects' or Task / Process ownership, at Managers request, to facilitate self-development. - Analyse the event information for trends and patterns that indicate performance degradation, early indicators of failures, reoccurring events and raise these to Problem Management Team - Supports the Problem Resolution Manager with trend analysis related to proactive Problem Management. - Attend Tier1 & 2 National Highways Corporate sites as and when required necessary. - Take part in the on-call rota to provide out of hours remote support for National Highways NRTS and Corporate LAN Network. Must be able to demonstrate sound technical understanding in several of the following disciplines: - Cisco ISE, ASA, Meraki and Umbrella - these must have skills. - Skills in Cisco switches and routers and Meraki devices - Proficiency in maintenance and firmware upgrades - Knowledge of Infrastructure Security, network management tools, MPLS, SD-WAN, VPN, and routing protocols - Have knowledge of and experience with the data, network and transport layers of communication or networking systems, IPV4/6, TCP, and other emerging protocols. We are guided by our values and behaviours: - Be Inclusive - Take Responsibility - Collaborate - Be Customer-focussed. What we offer A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver. We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone be themselves and to thrive at work. The additional benefits with this role: - 26 days annual leave, plus public holidays, plus the option to buy up to 10 days or sell six days each year. - Company pension scheme - A range of family friendly policies - Occupational health support and wellbeing Portal - Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme. TPBN1_UKTJ

Security Service Manager (Operations Manager/ Contracts Manager)NACOSS Fire and Security company are offering £45 - £60k + Tax Free Car/ Tesla + Exc benefits + Quality Company near Swanley, Kent to manage 3 admins and engineersApply if managed Intruder Alarm Security Service Engineers (NSI/ SSAIB,

Service Desk Institute Training or Certifications. The IT Business Support Manager ensures that the IT Business Support team delivers high-quality, timely, and customer-focused support services, in accordance with the ITIL framework, the IT SLAs and the IT policies and procedures. This includes inve

Technical Service Desk Manager. Oversee Service Desk involvement in deployments, upgrades, and relocations. Significant experience managing an IT Service Desk team in a multi‑tier support environment.