At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
Service Desk Team Manager
Permanent
Milton Keynes: £45,800 - £52,000
Hybrid Working: 4 days in office each week
Do you enjoy leading people, improving services, and making sure colleagues get the support they need to do their best work?
At AQA, our Service Desk teams play a vital role in keeping the organisation running smoothly and operate a Smart Bar – think Genius Bar but better! We are looking for a confident, people‑focused manager who enjoys balancing day‑to‑day delivery with developing others and improving how services work. In AQA this roles full title is Service Desk and Smart Bar Team Manager (far too long for an advert!)
You will lead a team of Service Desk Analysts across multiple sites – Milton Keynes and Guildford - acting as the link between front‑line support and senior technology colleagues. You will help shape how support is delivered, making sure incidents and requests are handled effectively, fairly and within agreed targets. (There are approximately 1600 people across 4 office locations, with roughly 1000 additional seasonal staff each year who rely on the Manchester team and your team in the South)
You will set clear expectations, coach and develop your team, and create an environment where people feel supported to do great work. You will also take the lead on escalations, service improvements, and making sure resources are used in the right way to meet business need.
This is a hands‑on leadership role where your decisions and approach will directly affect colleague experience across AQA. Please note that you will be primarily based in the Milton Keynes office but you will need to travel to the Guildford office each week as the team are split across both sites.
You will enjoy this role if you:
Have experience of leading and developing people through clear objectives, feedback and coaching
Take pride in managing the delivery of a high‑quality customer experience
Are confident managing workloads, priorities and performance in a busy support environment
Enjoy improving processes and finding better ways of working
Are comfortable acting as an escalation point and taking ownership of issues through to resolution
You will also work closely with colleagues across Enterprise Technology, helping to build strong relationships and ensure services continue to evolve as AQA grows and changes.
We value people who show accountability, sound judgement and a step‑up mindset, especially when things are busy or complex.
What’s in it for you
By joining AQA, a leading independent education charity, you actually make a difference in the lives of millions of learners. There are lots of company benefits, including private medical insurance, a fantastic pension (up to 11.5% employer contributions), a 35 hour working week, 25 days annual leave with additional office closure in December and bank holidays on top, the opportunity to join lots of network groups (LGBTQ+, neurodiversity, disAbility, empowering women, wellbeing, ethnic minority and more) an extensive online learning platform, days for volunteering and more.
Diversity and Inclusion Statement
At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.
What you will be doing
Managing and supporting a team of Service Desk Analysts, including performance reviews, development and day‑to‑day guidance
Monitoring service performance and making sure targets are met
Managing call and ticket flow so support is provided when and where it is needed
Leading knowledge‑sharing sessions to build capability across the team
Taking ownership of escalations and complaints, and putting improvement plans in place
Supporting access management processes and ensuring security standards are followed
Driving service improvements using recognised service management good practice
What you will bring
Experience of managing and developing people
Strong problem‑solving and decision‑making skills
Confidence working in a service desk or support environment with experience of ITIL
The ability to communicate clearly and build trust with a wide range of colleagues
A professional and discreet approach when handling confidential information
How to apply
If you want to lead a supportive, customer‑focused team and have a real impact on how technology services are delivered at AQA, we would love to hear from you.
Apply now and help us provide a reliable, high‑quality service that makes a difference to colleagues across the organisation.
Please upload your most recent CV with a cover letter outlining your suitability for this role at AQA.
Applications will close at 23:59 on Sunday 10 May 2026
Interviews will be over 2 stages: a Teams interview a Teams interview in the week beginning 18 May followed by a face to face interview in the Milton Keynes Office in the week beginning 25 May. Please note that there will be shortlisting following the first stage.
All applications will be responded to.
#MCRE
Recruitment Agencies
We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
Summary
Purpose: As Service Desk and Smart Bar Team Leader, you will act as a bridge between the first line support, Service Desk and Smart Bar Manager, and higher-level IT management, contributing to the overall efficiency and effectiveness of the Service Desk offering. You will collaborate with other IT departments, set performance goals, monitor team performance metrics and implement improvement strategies. This role also involves providing management and guidance to a team of Service Desk Analysts across multiple sites, ensuring that they deliver high-quality technical support and customer service to end-users within the organisation. You will play a key role in training and developing team members, staying updated on technological advancements, and fostering a positive and collaborative team culture. Ensuring that team members are deployed appropriately, including incoming phone call management, according to business need, and that incidents and service requests are appropriately prioritised and fulfilled within SLA, will be a vital part of the role.Landscape: This role sits within the CSO - Enterprise Technology business area, specifically in the Service Desk department. As a Team Leader, you will directly manage a team of Service Desk Analysts, providing oversight and support for the day-to-day work of the Smart Bar and Service Desk Analysts. You will also deputize in the absence of the Service Desk and Smart Bar Manager and act as the initial escalation point for the Service Desk Analysts, Enterprise Technology business area, and wider organisation. Additionally, you will be responsible for ensuring the Joiner Mover Leaver process is accurately completed, and for driving service improvements within the Service Desk team. You will play a critical role in managing workloads, delivering services to agreed targets, and handling escalations or complaints effectively.