Service Desk Team Manager

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 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.

You may have your home base in London or Manchester, but be prepared to travel regularly (2‑3 times per month) to London, if this is not your preferred location.

• 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 engineering team and business stakeholders to support live services and introduce service improvements.

The Infrastructure, Cyber & IT Operations team plays a critical role in ensuring NICE’s digital services are secure, resilient, and reliable. The team is responsible for safeguarding systems and information, supporting users across the organisation, and maintaining operational stability with minimal risk or disruption.

As part of this team, you will help protect nationally important digital services while enabling NICE to deliver trusted guidance and information to health and care users across England.

• Generous NHS Pension – Secure your future with one of the most rewarding pension schemes in the UK.
• Flexible working – Enjoy a healthy work‑life balance with options like remote working, compressed hours and flexible start/finish times.
• Exclusive discounts – Save on shopping, dining and more with a Blue Light Card. Time to recharge – Start with 27 days’ annual leave plus bank holidays.
• Inclusive staff networks – Join supportive communities like Women in NICE, Race Equality Network, Disability Advocacy and NICE and Proud – we celebrate diversity.
• Tailored development – Grow your career with personalised learning and development opportunities.

We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.