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