ICT Service Desk Manager

Brunswick Group; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading consultancy firm in London is searching for a Service Desk Manager to lead a team of support engineers. The role focuses on ensuring high service quality and involves stakeholder management, vendor coordination, and implementing ITIL practices. An ideal candidate has strong management and communication skills, along with technical knowledge in Microsoft O365 and Azure. The position offers various benefits, including a discretionary bonus, medical cover, and flexible working arrangements.

Benefits

Annual discretionary bonus

Private medical cover

Flexible working arrangements

Lunch & Learn training sessions

Cycle to work scheme

Qualifications

• Previous experience in a Service Desk Manager role.
• Excellent understanding of ITIL with knowledge to implement.
• Good understanding of security threats and principles.

Responsibilities

• Manage the London based service team.
• Ensure all requests are resolved with quality.
• Oversee the service desk alignment towards ITIL.
• Manage and improve key service processes.

Skills

Management skills

Communication skills

Knowledge of ITIL

Technical knowledge of Microsoft O365

Technical knowledge of Microsoft Azure

Experience with conferencing tools

Understanding of security principles

Vendor management

Education

Previous experience in a Service Desk Manager role

Tools

Microsoft O365

Microsoft Azure

Zoom

MS Teams

Job description

Opportunity

We are looking for a London based Service Desk Manager to manage a team of support engineers to provide IT support to the business in our UK, Europe & IMEA offices. The role will provide strong leadership to the support team and will be responsible in making sure the teams are providing a high level of service to the business. The role requires a good level of hands‑on technical understanding to help mentor, inspire and develop the team within their roles and increase their capabilities whilst contributing to the overall service strategy. The role will report to the Group Head of ICT Service Delivery.

Our work in ICT

We are a key service provider to the business and deliver Internal ICT services to Brunswick colleagues across 27 offices around the world. Our ICT department is made up of several core teams, Service, Infrastructure, Applications and our Programme management office. Working in close collaboration with the ICT Security team, our Security team integrates seamlessly into our processes and security‑oriented projects.

Key Responsibilities

• Day to day hands on management of the London based service team.
• Ensuring all requests are responded to within a timely manner and resolved with a high level of quality.
• Senior stakeholder management.
• Helping to align the service desk towards ITIL.
• Reporting and improvement of team SLA’s and metrics.
• Overseeing the JML process for successful onboarding of all new employees.
• The appraisal, mentoring and development of the service team members.
• Management and improvement of key service processes to raise our standards.
• Supplier management with our 3rd party suppliers and partners.
• Contribution to the development of our overall service strategy.

Knowledge, Skills, and Competencies

• Excellent management and communication skills…
• Previous experience in a Service Desk Managers role.
• Excellent understanding of ITIL with knowledge to implement.
• Technical knowledge of Microsoft O365 technologies including Entra ID.
• Technical knowledge of Microsoft Azure and Intune.
• Previous experience working with audio and video conferencing tools such as Zoom and MS Teams.
• Good understanding of security threats and principles.
• Vendor and supplier management.

Our Benefits

In addition to life assurance, group income protection, and employer pension contribution, we offer :

• Annual discretionary bonus
• 25 days’ annual leave, excluding bank holidays (plus your Birthday off)
• Private medical cover and employee assistance programme
• Family-friendly policies
• Complimentary artisan coffee, tea and snacks, served by our own barista.
• Daily breakfast in the café
• Lunch & Learn training sessions.
• Cycle 2 work scheme and season ticket loans
• Flexible working, including support with your home working environment.
• Eye care, including annual eye tests.
• Regular social, cultural and charitable activities
• A comprehensive training and development curriculum
• Give as you Earn.
• Menopause Policy

Our Commitment to Diversity, Equity and Inclusion

Maintaining and strengthening a diverse workforce and inclusive workplace are pillars of Brunswick’s culture and key to our future success. Valuing and supporting every colleague as an individual while helping them reach their full potential is critical to attracting and developing our greatest strength – our people. By embracing our differences and diverse perspectives we create richer experiences within our firm and enhance the quality of the ideas and advice that we deliver to our clients.

Brunswick is an equal opportunities employer, and our Equal Opportunities Policy is available on request.

About Brunswick Group

Brunswick is a critical issues firm. We advise the world’s leading companies on how to navigate the critical issues they face and engage with their critical stakeholders.

Our purpose is to help our clients play their role in the world more successfully. We help the leaders of the world’s great value-creating organizations operate successfully across the increasingly complex and fast-changing arenas of finance, politics and society at large.

Brunswick is one firm globally, operating as a single profit centre. This allows us to respond seamlessly and effectively to clients’ needs wherever they are in the world.

Background

Founded in London in 1987, Brunswick’s global partnership has grown organically to 27 offices in 18 countries. We began as a M&A and financial communications firm and, over time, expanded our capabilities to provide expert advice to our clients on a range of business critical issues. We invested in new offices, sector teams and practice groups including investor engagement; shareholder activism; governance; regulatory and public affairs, including geopolitical; crisis; litigation; social issues including climate change and diversity, equity and inclusion; cybersecurity, data and privacy; employee engagement; digital communications; opinion research and analysis, and; creative services.

Our incoming CEO is Henry Timms, based in New York. Our Chairman is Sir Alan Parker, based in London.