Service Desk Manager

Service Desk Manager - London - Up to £65,000 PA

A well established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function.

The Service Desk Manager plays a pivotal role in the effective management of the service desk, supporting users nationwide across a wide range of business systems. You will be responsible for the leadership, performance and continual improvement of the service desk operation, ensuring high levels of service, strong stakeholder engagement and alignment with ITIL best practice.

Key Responsibilities

* Overall management of the service desk, including service requests, incidents and problem management

* Act as the primary escalation point for urgent, complex and high-impact support issues

* Own and manage major incidents, contributing to problem management reviews and continuous improvement initiatives

* Develop, mature and optimise ticketing and escalation processes to ensure effective communication across IT and third-party vendors

* Drive root cause analysis and implement service improvement strategies

* Ensure the service desk underpins IT service delivery as the central point of contact, aligned to ITIL frameworks

* Conduct regular service reviews with internal teams and external suppliers

* Maintain documentation for systems, processes and procedures

* Provide leadership, mentoring and development for team members while maintaining hands-on involvement where required

Requirements

* Proven experience managing a service desk in a busy, multi-site environment

* Demonstrable experience leading service desk teams

* Excellent service management and stakeholder engagement skills

* Experience managing and reviewing third-party suppliers and service performance

* Strong leadership and communication skills, with the ability to engage both technical and non-technical audiences

* Advanced working knowledge of ITIL principles and practices

* Experience supporting Windows environments (Windows desktop, Exchange, Active Directory, etc.)