Service Desk Manager

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