Senior Service Desk Lead – ITIL & MSP Operations

Context Recruitment; Greater London; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

Context Recruitment is seeking a Service Desk Manager for a Hybrid/London role within a managed services provider. You will own the Service Desk function and wider Service Operations, lead a team of 5+ engineers, and ensure SLAs and KPIs are met while embedding ITIL-aligned processes to boost consistency and customer satisfaction.

The role emphasizes service governance, continual improvement, and building strong customer relationships, with close collaboration to ensure smooth service delivery

Qualifications

• Proven experience in a Service Delivery Manager or similar leadership role within an MSP or IT services environment.
• Strong working knowledge of ITIL frameworks and demonstrable experience implementing or improving ITIL processes.
• Confident leadership style with the ability to motivate, guide, and develop teams.
• Excellent communication and stakeholder-management skills.
• A customer-focused approach with a commitment to delivering high-quality service.
• Ability to balance strategic thinking with hands-on operational involvement.

Responsibilities

• Leading the Service Desk function, including direct management of the Service Desk Manager and oversight of a wider team of engineers.
• Owning end-to-end service delivery, ensuring SLAs, KPIs, and contractual commitments are achieved.
• Implementing and maturing ITIL processes across Incident, Problem, Change, Request, and Continual Service Improvement.
• Acting as the senior point of escalation for service-related matters and ensuring timely resolution.
• Building and maintaining strong customer relationships through regular service reviews and performance reporting.
• Working closely with technical teams and project functions to ensure smooth service transition and operational readiness.
• Identifying opportunities to enhance service efficiency, quality, and customer experience.

Job description

Context Recruitment is seeking a Service Desk Manager for a Hybrid/London role within a managed services provider. You will own the Service Desk function and wider Service Operations, lead a team of 5+ engineers, and ensure SLAs and KPIs are met while embedding ITIL-aligned processes to boost consistency and customer satisfaction.

The role emphasizes service governance, continual improvement, and building strong customer relationships, with close collaboration to ensure smooth service delivery