IT Service Desk Manager — Data-Driven Leader (Hybrid London)

Appcast; Greater London; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

28 days leave

10% pension cap

Office meals

Benefits package

Job summary

VIQU has partnered with a leading financial services organisation to recruit a Service Desk & Support Manager in London. This leadership role focuses on transforming an established Service Desk, improving how the team operates, and driving automation and process optimization.

Occasional travel to European offices may be required. The ideal candidate will mentor the team, manage KPIs/SLAs, and implement data-driven improvements to service delivery.

Qualifications

• Experience leading an IT Service Desk or IT Support team.
• Strong coaching and mentoring skills for a technical team.
• Knowledge of ITSM principles and ITIL certification is preferred.

Responsibilities

• Lead IT Service Desk team and drive performance using data and KPIs.
• Manage incidents, problems, requests, and knowledge management.
• Develop resource planning and multi-site coverage across locations.

Skills

ITSM

ITIL

Data analysis

Stakeholder mgmt

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

VIQU has partnered with a leading financial services organisation to recruit a Service Desk & Support Manager in London. This leadership role focuses on transforming an established Service Desk, improving how the team operates, and driving automation and process optimization.

Occasional travel to European offices may be required. The ideal candidate will mentor the team, manage KPIs/SLAs, and implement data-driven improvements to service delivery.