IT Manager - Desktop Services

Location/s: Newcastle, UK

Recruiter contact: Nikki George

Mott Mac Donald 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 Mac Donald is where people come to be brilliant.

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.

• 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

• 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

• 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…