Service Desk Manager

Role: Service Desk Manager

Location: London | Hybrid working

Salary: £ + bonus + benefits

Benefits: Private healthcare, share plan, enhanced annual leave, pension, life assurance, income protection

Our client, a leading technology and connectivity organisation, is hiring a Service Desk Manager to lead the delivery of high-quality IT and network support services across a growing customer base. This role offers the opportunity to shape operational excellence, improve customer experience, and lead a high-performing support function within a fast-growing environment.

What you’ll do

• Lead the Service Desk operation across IT and network service portfolios
• Drive operational KPIs including SLA performance, customer satisfaction, ticket quality, and escalation management
• Oversee incident and major incident management, ensuring clear communication and rapid resolution
• Coach, develop, and manage a high-performing support team
• Improve ITIL-aligned processes including Incident, Problem, Request, and Knowledge Management
• Work closely with Network Operations, Engineering, Security, and third-party vendors
• Produce service reporting, identify trends, and implement continuous improvement initiatives
• Ensure effective use of ITSM tooling and maintain governance and compliance standards

You’ll work closely with internal operational teams and external stakeholders to ensure exceptional customer outcomes and continuous service improvement.

What we’re looking for

• Proven experience leading a Service Desk or Support Operations team within IT, telecoms, or ISP environments
• Strong understanding of ITIL/service management practices
• Solid networking knowledge including TCP/IP, DNS, DHCP, VPNs, routing concepts, and Wi-Fi
• Experience handling escalations and major incidents in fast-paced operational environments
• Strong leadership skills with experience coaching and developing teams
• Analytical mindset with the ability to identify trends and drive operational improvements

The ideal candidate will bring a calm, customer-focused approach, enjoy leading through high-pressure situations, and thrive within a collaborative and growth-oriented environment.

Why join?

• Opportunity to shape and improve a growing service operation
• Strong investment in employee wellbeing and development
• Collaborative and supportive working culture
• Excellent benefits package including bonus and healthcare

Apply now to lead operational excellence within a growing technology environment.