Service Desk Manager

IT Service Desk Manager

Location: City of London (Hybrid – 4 days in office)

Department: IT, Digital & Business Systems

Contract Type: Full-Time, Permanent

Hours: 37.5 hours per week

Salary: Up to £70,000

Role Summary

The IT Service Desk Manager will lead and enhance the IT Service Desk function, ensuring the delivery of a high-quality, customer-focused support service across the organisation. This includes maintaining stable IT operations, managing escalations and major incidents, driving service performance, and embedding continuous improvement into the support model.

The role supports a varied and distributed user base across office, remote, and site locations, operating within an enterprise environment that includes Microsoft 365, Azure AD / Entra ID, Intune, Windows 11, Teams, SharePoint, and engineering/project applications.

Key Responsibilities

Service Leadership

• Lead, manage, and develop the Service Desk and Field Support teams, fostering a customer-first culture and clear performance standards.
• Act as the senior technical escalation point for complex or high-impact issues.
• Oversee queue management, prioritisation, ticket quality, and adherence to SLAs and OLAs.
• Manage escalations, major incidents, and customer complaints professionally to resolution.

Service Performance and Reporting

• Produce regular reports on service performance, including SLAs, backlog, first contact resolution, ticket ageing, incident trends, and operational activity.
• Conduct regular gap analyses on service desk policies, processes, and procedures to ensure optimum performance and business alignment.
• Support the development of dashboards, KPI packs, and leadership reporting materials.

Operational Delivery

• Ensure effective management of incidents, service requests, problems, and change activities in line with ITIL best practices.
• Coordinate service desk support for projects, rollouts, migrations, upgrades, expansions, and maintenance activities.
• Support onboarding/offboarding processes, access management, and device lifecycle management.
• Maintain accurate knowledge articles, process documentation, and standard operating procedures.

Collaboration and Stakeholder Management

• Work closely with Infrastructure, Applications, and Security teams to coordinate escalations, align services, and drive service improvements.
• Maintain strong relationships with internal stakeholders and third-party service providers.
• Ensure IT support services meet internal governance requirements such as ISO 27001, Cyber Essentials Plus, and company security policies.

Qualifications and Experience

Essential

• Minimum 5 years’ experience in a Service Desk Management role.
• Proven experience with ServiceNow (essential).
• ITIL Service Management qualification.
• Microsoft or endpoint management certifications.
• Strong understanding of IT service delivery, including incident, request, and escalation management.
• Familiarity with Microsoft 365, Azure AD / Entra ID, Intune, Windows 11, Teams, and SharePoint environments.
• Excellent knowledge of IT Asset Management (ITAM) and Software Asset Management (SAM) principles.
• Experience supporting multi-site, hybrid work environments.
• Awareness of compliance and governance frameworks (e.g., ISO 27001, Cyber Essentials Plus).