IT Manager - Desktop Services

Dyddiad hysbysebu:	18 Chwefror 2026
Cyflog:	Heb ei nodi
Gwybodaeth ychwanegol am y cyflog:	£53000-74500 per annum
Oriau:	Llawn Amser
Dyddiad cau:	20 Mawrth 2026
Lleoliad:	Newcastle, NE1 4SN
Cwmni:	Mott MacDonald
Math o swydd:	Parhaol
Cyfeirnod swydd:	13528-43981703

Crynodeb

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.
We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.
Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.
Location/s: Newcastle, UKRecruiter contact: Nikki George

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.
We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.
Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.


Overview of the role
As the IT Manager – Desktop Services, reporting to the IT Operations Manager, you will play a critical leadership role in shaping how our global workforce experiences desktop and end-user support services. You will lead our Desktop Services function, ensuring high-quality, customer-focused support across all regions and acting as a key contributor to operational excellence, service resilience, and continuous improvement across the IT estate.

Success in this role requires close collaboration across operations, infrastructure, service delivery, applications, and cybersecurity. You will champion service excellence, drive operational maturity, and ensure our end-user experience reflects the standards expected of a high-performing, global organization. You will foster a culture of empowerment, inclusion, and continuous development while building a motivated, capable, and customer-centric team.

Key responsibilities and duties include:
- Lead and manage the Desktop Services team, including Team Leaders and Analysts, ensuring high performance, collaboration, and accountability
- Oversee day-to-day delivery of 2nd line support globally, ensuring incidents and requests are resolved efficiently, consistently, and in line with SLAs
- Own the escalation and resolution of complex technical issues, ensuring effective communication and minimal business disruption
- Drive continuous improvement by analysing operational data, identifying trends, and implementing enhancements to tools, processes, and knowledge management
- Ensure Desktop Services activities align with operational governance, compliance obligations, and risk controls
- Collaborate with cross-functional teams to support service transitions, technology deployments, and project deliverables
- Maintain strong awareness of end-user technologies, platforms, and best practices to support decision-making across desktop and mobility services
- Promote a customer-centric approach, ensuring user satisfaction, transparency, and responsiveness in all Desktop Services interactions
- Develop and maintain a high-quality knowledge base and documentation library to support shift-left and self-service initiatives
- Report service performance, risks, and operational insights clearly and proactively to IT leadership and stakeholders

Personal attributes:
- Demonstrates strong leadership presence, fostering trust, confidence, and collaboration
- Communicates clearly with technical and non-technical stakeholders, adjusting style as needed
- Maintains composure under pressure, making sound decisions during critical escalations
- Builds strong relationships across teams, driving collective success and shared outcomes
- Applies a continuous improvement mindset and proactively seeks opportunities to optimise services
- Committed to people development, inclusion, wellbeing, and creating a positive team culture

Key performance indicators:
- Incident resolution efficiency: Reduced mean time to resolution and improved escalations
- Service quality: Achievement of SLA targets and improvements in customer satisfaction (CSAT/NPS)
- Operational performance: Monitoring ticket volumes, identifying trends, and implementing corrective actions
- Knowledge and process maturity: Increased adoption of shift-left, knowledge base utilisation, and workflow efficiency
- Employee engagement: Positive feedback from team surveys and development conversations


Candidate specification
Essential:
- Proven experience leading desktop/support teams in a complex, global IT environment
- Strong operational leadership and team management skills across distributed locations
- Deep understanding of end-user technologies, device management, troubleshooting, and support best practices
- Experience with ITIL-based service management and operational governance
- Effective stakeholder engagement and communication skills across all organisational levels
- Demonstrated ability to manage escalations, prioritise workload, and maintain service continuity

Desirable:
- Professional certification in IT Service Management (ITIL, SDI) or equivalent
- Experience working with global or multi-site teams
- Familiarity with modern endpoint management platforms such as Intune, SCCM, or equivalent
- Experience with ITSM platforms such as ServiceNow for workflow, routing, and reporting
- Understanding IT operations, security, compliance, and continuous improvement frameworks

#LI-NG

UK Immigration
Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.

Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team, and personal commitments. We offer a hybrid working policy that embraces your well-being, flexibility, and trust.

Equality, diversity, and inclusion
We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Accessibility
We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.


We offer some fantastic benefits including:

Financial wellbeing
- We match employee pension contributions between 4.5% and 7%.
- Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
- Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
- Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
- As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.


Employee Ownership
- Our employee ownership model means no external investors, just us, creating a culture of shared success.
- Our employees have a stake and a voice in our business, giving them a direct connection to our success through our personal and group performance bonuses.
- As your career grows, so does your stake, recognising your long-term impact and contribution.
- Your voice matters, with the opportunity to connect directly with senior leadership through formal channels to help shape our future.
- For our senior roles you will have a direct pathway towards ownership from day one.


Health and wellbeing
- Private medical insurance for all UK colleagues.
- Health cash plan to support you with every day health costs and treatments.
- Access to Peppy, providing free support from menopause experts for all UK colleagues.
- A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
- Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.


Lifestyle
- A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
- Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
- Variety of employee saving schemes and discounts from high-street retailers.


Enhanced family and carers leave
- Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
- Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
- Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.


Learning and development
- Primary annual professional institution subscription.
- A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options.


Networks, communities, and social outcomes
- Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
- Make a difference within our communities through our social outcomes.

Apply now, or for more information about our application process, click here.

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