IT Service Desk Manager
IT Service Desk Manager
Location: You will be predominantly based at our Birmingham head office (Multistory) with travel to our other depots across our network as required.
Hours: 35 hours per week (plus participation in the on-call rota).
Salary: Up to £42,500 depending on experience
Closing date: Friday 24th April 2026
At CrossCountry, our timetable sits at the heart of everything we do — connecting communities across the length and breadth of the UK. Delivering this complex, nationwide service relies on resilient, high-performing Digital and IT services, especially at a time of industry transformation and major investment.
We’re proud of the service we provide to our passengers, and we’re now looking for an experienced and motivated IT Service Desk Manager to lead and develop our IT Service Desk operation. You will be responsible for delivering a high‑quality, customer‑focused support service to approximately 2,000 colleagues across a diverse range of business systems.
This is a key leadership role within the IT function, shaping how IT support is delivered across the organisation and ensuring an excellent user experience.
What You’ll Be Doing
- Lead the end‑to‑end delivery of a responsive, high‑quality IT Service Desk providing first‑ and second‑line support
- Manage, coach and develop the Service Desk Team, ensuring appropriate resourcing, capability and performance
- Act as the escalation point for all incidents and service requests, including urgent and complex issues
- Handle assigned calls through to resolution when required, ensuring high‑quality documentation of systems and processes
- Take ownership of Major Incidents, coordinating resolution and contributing to Problem Management reviews
- Produce and analyse KPI, SLA and trend reports, sharing insights with IT leadership and stakeholders
- Drive root cause analysis and continuous improvement initiatives
- Position the Service Desk as the central hub for IT service delivery, aligned to ITIL best practice
- Support the development of frameworks to improve the overall IT user experience
- Attend and contribute to service review meetings with internal teams and external suppliers as required
- Participate in the out‑of‑hours on-call rota
What We’re Looking For
- Proven experience managing an IT Service Desk or similar support function
- Strong leadership and people‑management skills
- Experience working in an ITIL‑aligned service environment
- Excellent incident, problem and stakeholder management skills
- Data‑driven mindset with experience reporting on IT service desk performance
- A customer‑focused approach and commitment to continuous improvement
- Ability to remain calm and effective under pressure, particularly during major incidents
Why Join Us CrossCountry
You’ll be part of an organisation undergoing exciting change, where IT plays a vital role in delivering a service millions of passengers rely on every year. This is an opportunity to make a real, visible impact — and to be proud of the service you help deliver.
Diversity & Inclusion
At CrossCountry, we believe our people should reflect the diverse communities we serve. Inclusion isn’t just part of our strategy — it’s central to our success. We’re committed to creating a workplace where everyone feels valued, respected, and supported to be their best.
Please note: Any offer of employment is subject to satisfactory medical and a DBS check
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