Service Desk Manager * North London based (Hybrid) * Permanent, Full-Time * Salary: Up to £60,000 (depending on experience) A growing IT services organisation is seeking a Service Desk Manager to lead a global support function, oversee day‑to‑day service delivery, and strengthen the use of Halo ITSM across multiple customers. This role suits someone who has managed a service desk in a fast-paced, multi‑client environment and can bring structure, accountability, and service improvement. Role Overview: You'll manage a distributed 1st & 2nd line team, ensure consistent service quality, and take responsibility for how Halo is configured, used, and optimised. The position requires strong operational awareness, clear leadership, and the ability to lift the performance and professionalism of the team. Key Responsibilities: * Lead a global 1st & 2nd line support team (approx. 8/9 engineers) * Oversee daily ticket flow, prioritisation, escalations, and resource planning * Ensure effective configuration, usage, and reporting within Halo ITSM * Maintain and improve SLAs, KPIs, customer satisfaction, and service standards * Introduce or mature ITIL-aligned processes and documentation * Support onboarding of new clients, services, and workloads * Work closely with senior technical teams for escalations and change activity * Identify capability gaps and drive training, coaching, and perfo...