IT Service Desk Manager

Asmodee; Hollywater; Hybrid; GBP 52,000 - 70,000; Full time

Benefits offered by this job

24 days holiday

Birthday day off

Wellbeing day

Private medical insurance

Staff discount

Hybrid working environment

Job summary

Asmodee UK Limited seeks a hands-on IT Service Desk Lead to drive day-to-day operations, manage a growing team and ensure reliable, responsive support across office and distribution functions.

You will own incident and service request management, coordinate major incidents, and work with IT and business stakeholders to continually improve service performance and customer satisfaction.

Qualifications

• Experience managing an IT Service Desk or support team with coaching and performance management.
• ITIL Foundation certification and practical incident and service request management experience.
• Experience improving SLA performance, backlog reduction, and customer satisfaction.

Responsibilities

• Lead day-to-day delivery of a reliable, responsive IT Service Desk.
• Manage and develop the support team and ownership of service performance.
• Own the support queue with logging, categorisation, prioritisation and progress in ITSM system.
• Prioritise incidents by impact and urgency, especially for distribution, order processing and customer service.
• Provide hands-on support and escalation, engaging specialists when needed.
• Manage stock levels and procurement of IT equipment.

Skills

IT Service Desk

Incident management

Service request management

Problem management

Continual improvement

SLA management

Ticket reporting

Asset management

Change control

Stakeholder communication

Education

ITIL Foundation certification

Tools

FreshService

Microsoft Entra ID

Intune

SharePoint

OneDrive

3CX

Job description

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asmodee is a global leader in tabletop games, committed to bringing people together through great games and amazing stories. Listed on the Nasdaq Stockholm, we are headquartered in France, and our team of more than 2,200 people work across the globe throughout our wholly owned creative studios, distribution businesses, and the functions that support them. We offer one of the world’s largest catalogs of tabletop games, featuring iconic titles like CATAN®, Ticket to Ride®, Dobble/Spot it!®, and Exploding Kittens®. With a blend of in‑house creations and games from our partners, our portfolio spans hundreds of games across digital and physical platforms.

As an employer of choice, we champion inclusivity, growth, and recognition, fostering a workplace where everyone feels valued. Joining us means shaping unforgettable gaming experiences while contributing to a more sustainable, connected world.

Join us in finding your seat at our game table!

Job Summary

Lead the day‑to‑day delivery of a reliable, responsive and customer‑focused IT Service Desk, supporting colleagues across office and distribution operations. Manage and develop the support team, take ownership of service performance and embed consistent working practices based on ITIL principles.

Combine people management with practical technical support and escalation, ensuring incidents and service requests are handled effectively, business disruption is minimised and recurring issues lead to measurable improvements.

What does this role Involve

Key Responsibilities:

Team leadership and performance

• Set clear objectives, responsibilities and standards for the team. Hold regular one‑to‑ones, review performance, coach and mentor staff
• Plan daily workloads, rotas and absence cover to maintain agreed support coverage, including business peak periods
• Maintain a skills matrix and development plans, promote knowledge sharing and build resilience across the team

Service Desk operations

• Own the support queue and ensure all work is logged, categorised, prioritised, assigned and progressed in the IT service management system
• Prioritise incidents by business impact and urgency, with particular attention to issues affecting distribution, order processing and customer service
• Monitor response and resolution commitments, intervene on tickets at risk of breach and maintain clear user updates through to resolution
• Provide hands‑on support and act as an escalation point, engaging specialist teams or suppliers when needed
• Manage and maintain stock levels of all IT equipment and be responsible for the procurement and spend (budget) of IT kit

What are we looking for

Professional and Practical Skills Required

• Manage the BAU incident and Service Request volume and coordinate the Service Desk response to major incidents
• Identify recurring incidents, maintain problem records and work with technical owners to remove underlying causes
• Produce a monthly service report covering SLA performance, ticket demand, backlog age, customer satisfaction, recurring issues and improvement actions
• Maintain a prioritised service improvement plan with named owners, agreed outcomes and progress reviews
• Review ticket quality and closure standards KPIs so that reporting reflects the user experience and the actual service delivered
• Maintain support procedures, troubleshooting guides and a usable knowledge base to promote self‑service where applicable
• Coordinate the joiner, mover and leaver process, ensuring equipment and access tasks follow approved requests and agreed timescales
• Maintain accurate asset and support records, including allocation, recovery, stock levels, warranty and disposal details
• Support the controlled introduction of new services and changes by ensuring the team receives documentation, training and escalation information
• Build effective relationships with department managers, operational teams, Group IT and third‑party support providers
• Deputise for the Head of IT

Personal Attributes

Essential

• Demonstrable experience managing an IT Service Desk or support team, including coaching, objective setting and performance management
• ITIL Foundation certification and practical experience applying incident management, service request management, problem management and continual improvement
• Evidence of improving SLA performance, reducing aged backlog or recurring incidents, and strengthening customer satisfaction
• Strong experience using an ITSM platform to manage workflows, ticket quality, reporting and service performance
• Practical knowledge of Windows endpoints, Microsoft 365, identity and access administration, endpoint management and network troubleshooting.
• Ability to coordinate technical escalations and major incidents while communicating clearly with colleagues and senior stakeholders
• Sound understanding of secure support practices, information handling, asset management and controlled change
• Strong organisational and analytical skills, with the ability to prioritise competing demands and take ownership of outcomes

Desirable

• Experience supporting distribution, warehousing, logistics or another environment with time‑critical operations and seasonal peaks
• Experience with FreshService, Microsoft Entra ID, Intune, SharePoint, OneDrive and 3CX, where used by the business
• Experience supporting ERP system users and coordinating issues with application specialists
• Experience working with international IT teams, external service providers and multiple sites
• Relevant Microsoft, service management or people management qualifications

We offer an opportunity to learn and develop in a growing company working with wonderful people and products. In addition to a competitive salary, you will receive a great benefits package including 24 days holiday, rising with service (+ bank holidays), a day off to take for your birthday or as a wellbeing day, private medical insurance and staff discount on all our products! We offer a hybrid working environment in some of our roles, offering flexibility to balance work and life.

Our Commitment

Our purpose is Bringing People Together. To us that means all kinds of people, no matter their perceived differences. We strive to create a workplace where everyone feels empowered to show up as their full and authentic selves. asmodee is committed to ensuring equal opportunities and fairness of treatment in the workplace for all employees and job applicants. Our aim is to provide a working environment where everyone is treated with respect and dignity.