Interim Service Desk Manager

Vector Resourcing Ltd.; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an Interim Service Desk Manager to enhance operational effectiveness in their first-line support function. This pivotal role involves managing a dedicated team of service desk analysts, implementing structured processes, and ensuring high service levels. The ideal candidate will bring strong leadership skills and a solid understanding of ITIL processes, contributing to the continuous improvement of service delivery. If you are passionate about driving operational excellence and leading teams in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Proven experience in managing a first-line support team.
• Strong understanding of ITIL processes and service desk operations.

Responsibilities

• Oversee daily service desk operations and ensure incident resolution.
• Lead a team of six analysts and implement formal SLAs.

Skills

Incident Resolution

Team Leadership

ITIL Processes

M365

Active Directory (AD)

Azure

Networking

Laptop Builds

Education

ITIL Foundation Certification

Job description

We are searching for an Interim Service Desk Manager who will be crucial in driving the operational effectiveness of our client’s first-line support function. This role involves overseeing a team of six service desk analysts, implementing structure and formal service-level agreements, and reporting directly to the Director of IT and Head of Service Operations.

Responsibilities

- Manage day-to-day service desk operations and ensure effective incident resolution.

- Lead and support a team of six first-line analysts (M365, AD, Azure, networking, cyber, laptop builds).

- Complete structured handover with outgoing manager.

- Implement formal SLAs and process improvements.

- Track KPIs and identify areas for improvement.

- Experience managing a 1st line support team of similar size.

- ITIL Foundation or practical knowledge of ITIL processes.