Job Description

At UK Biobank, we don't just provide data; we enable discovery. Our Data & Technology team is at the heart of that mission.


As we continue to grow and transform, we're investing in the systems and support that underpin our world-class research infrastructure. Providing an exceptional IT experience to all colleagues is a key part of that vision, and that's where you come in.


This role offers the chance to shape a vital function at a time of exciting change. You'll lead a dedicated team and play a key role in delivering a customer-first service that's efficient, responsive, and constantly evolving.

Can you do it?

Reporting to the IT Manager, you will lead the redesign and management of our IT Service Desk function. Your goal? To build a high-performing team focused on excellent customer experience, service improvement, and proactive support across our organisation.


You will be responsible for:


Leading, coaching, and developing a service desk team to deliver consistent, high-quality support Redesigning service desk workflows and structure to improve responsiveness and resolution rates Using data and reports to drive service enhancements and identify opportunities for automation Establishing KPIs and SLAs to monitor and elevate service delivery Collaborating with senior leaders to embed a customer-first culture across IT operations Monitoring ticket trends, team performance, and end-user satisfaction to ensure continuous improvement
This is a unique opportunity to influence the future of IT support at UK Biobank, where your leadership will have a lasting impact on how we serve our people and power our research.

Is this you?

To be successful, you will have:


At least 3 years' experience managing a service desk or equivalent support function Operational experience in a complex, multi-site organisation Strong knowledge of Microsoft technologies and experience supporting both on-site and remote users Experience shaping customer service strategies and implementing effective communication plans Familiarity with organisational change management and customer profiling Proven ability to build and manage service desk KPIs and performance against SLAs
The working pattern is Monday to Friday, on-site with 5 days in UK Biobank's facilities in Greater Manchester (initially based in Stockport with a move to Manchester Science Park in 2026) as well as occasional travel to other sites


Our commitment to inclusion, wellbeing, and professional development ensures UK Biobank is not just a great place to work but a place where you can make a difference.

Be rewarded and recognised

26 days' annual leave (increasing with length of service) plus Bank Holidays Holiday buy scheme (purchase up to one additional week of leave per year) Paid day off for your birthday USS Pension Scheme (hybrid defined benefit/defined contribution) Healthcare Cash Plan Enhanced family leave from day one Cycle to work scheme Season ticket loan Professional subscriptions reimbursement (where applicable) Free on-site gym and subsidised canteen lunches Free car parking Employee discounts portal Employee Assistance Programme Annual flu vaccination Life Assurance cover

About UK Biobank

UK Biobank is a large-scale biomedical database and research resource containing in-depth genetic and health information from half a million UK participants.


The database, the largest and most comprehensive of its kind in the world, is anonymised and made widely accessible by UK Biobank to global researchers who use it to find new scientific discoveries about common and life-threatening diseases - such as cancer, heart disease and stroke which strike in mid-later life.


UK Biobank is an innovative organisation with over 250 staff across four sites in the UK that fosters an engaging environment and supports the development of our staff. Our dedicated teams work alongside the world's leading biomedical scientists in our joint mission to improve public health.


Benefits:


Canteen Company events Company pension Cycle to work scheme Discounted or free food Employee discount Free flu jabs Free parking Health & wellbeing programme Life insurance On-site gym On-site parking Referral programme Sick pay
Schedule:


Monday to Friday
Work Location: In person