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.)