Join to apply for the IT Service Desk Manager role at Mountain Warehouse
We are hiring an IT Service Desk Manager to lead our team and deliver outstanding support across the business. This role is ideal for someone who cares about people, enjoys leading teams, and thrives in a collaborative, service-focused environment, analysing data and using it to improve services, functions and processes.
Job details
* Application Deadline: 28 October 2025
* Department: IT
* Location: London
Key Responsibilities
* Team Leadership & Development: Lead, coach, and develop a high-performing Service Desk team, fostering accountability, empathy, and continuous improvement. Hold regular 1:1s, team meetings, and skills assessments to keep the team engaged and supported. Set clear expectations and KPIs, celebrate wins and address performance gaps constructively. Manage team workloads using a structured approach in facilitating the clearance of ticket backlogs and problem resolutions. Act as a mentor and role model, promoting knowledge sharing and professional development.
* Customer-Centric Service Delivery: Champion a customer-first mindset in every interaction. Gather and act on feedback from users and stakeholders to improve service. Track ticket trends and CSAT scores to identify opportunities. Lead communications during major incidents and service issues.
* Service Desk Operations: Oversee daily Service Desk operations to meet SLAs. Keep workflows, documentation, and escalation paths clear and current. Ensure efficient use of tools, including the ticketing system and knowledge base. Work closely with IT and business teams to maintain service continuity.
* Continuous Improvement & Strategy: Identify opportunities to streamline processes and introduce automation or self-service. Work with IT leadership to shape the Service Desk strategy in line with company growth and user needs. Track service performance metrics and report regularly on team performance, incident volumes, trends, and customer feedback.
What we are looking for
* Proven experience managing or leading an IT Service Desk or similar support-focused team.
* Strong people management skills with a demonstrated ability to build trust.
* Excellent communication and interpersonal skills, with a passion for great customer service.
* Familiarity with ITSM tools and frameworks (e.g., ITIL, JIRA).
* Analytical mindset with the ability to make data-driven decisions.
* Comfortable working in a fast-paced, changing environment.
Preferred
* ITIL certification or equivalent experience in IT service management.
* Experience managing multi-site or hybrid teams.
Benefits
* Competitive salary and benefits package
* Hybrid working, 3 days in London-based office & 2 days working from home
* Holiday allowance
* 50% staff discount & 25% for family and friends
* Pension scheme
Job details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Retail
Location opportunities and listings are provided for information purposes and may be subject to change.
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