Service Desk Manager
London (hybrid working)
£70,000 PA
A well-established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function within a complex, multi-site environment.
Supporting a diverse user base across office, remote and site locations, you'll play a pivotal role in delivering a high-quality, customer-focused IT service, ensuring stability, performance and continuous improvement across the service desk and field support teams.
Key Responsibilities
* Lead and manage the Service Desk and Field Support teams, driving performance, development and a customer-first culture
* Act as the senior escalation point for major incidents and complex technical issues
* Own end-to-end incident, request, problem and change management aligned to ITIL best practice
* Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quality
* Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadership
* Drive continuous improvement through root cause analysis, gap analysis and service optimisation initiatives
* Coordinate service desk involvement in projects, rollouts, migrations and onboarding/offboarding activities
* Work closely with infrastructure, security, applications teams and third-party suppliers to ensure effective service delivery
* Maintain and improve knowledge management, documentation and standard operating procedures
* Ensure alignment with governance frameworks (ISO 27001, Cyber Essentials Plus) and internal controls
* Manage supplier relationships and support vendor performance and accountability
Requirements
* Proven experience managing a Service Desk in a multi-site, complex environment
* Strong leadership experience managing and developing support teams
* Excellent stakeholder engagement and customer service skills
* Strong experience with ITSM tools (ServiceNow essential)
* Solid understanding of ITIL practices (Incident, Problem, Change Management)
* Experience with Microsoft environments (M365, Azure AD / Entra ID, Intune, Windows 10/11, Teams, SharePoint)
* Knowledge of IT asset & service management (ITAM/SAM) principles
* Experience managing third-party suppliers and service performance
* Strong reporting, analytical and service improvement capability
* Ability to operate in a fast-paced, high-demand environment