Senior Service Desk Leader | ITIL Expert | Flexible/Remote

Indra; England; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

25 days annual leave + 8 bank holidays

Pension scheme

Life assurance

Income protection

Flexible/remote working options

Learning and development programs

Job summary

A global technology firm in London is seeking a Service Desk Manager to lead IT Infrastructure Operations. Responsibilities include managing incident lifecycles, overseeing Major Incident Management, and building a high-performing team. The ideal candidate has extensive experience in IT Service Management, proven leadership skills, and is ITIL certified. The position offers flexible working options and various employee benefits.

Qualifications

• Minimum 8–10 years in IT Service Management.
• At least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
• Proven track record running large-scale Service Desk operations (500+ users).

Responsibilities

• Own the end-to-end lifecycle of incidents and service requests.
• Oversee Major Incident Management and act as escalation point.
• Drive effective resource planning and skills development.

Skills

Leadership

Communication

Problem-solving

Stakeholder management

Education

Bachelor's degree in Computer Science, Engineering, IT Management or related discipline

ITIL v3 or ITIL 4 Foundation

Lean IT, Six Sigma or Project Management certification (PRINCE2/PMP)

Job description

A global technology firm in London is seeking a Service Desk Manager to lead IT Infrastructure Operations. Responsibilities include managing incident lifecycles, overseeing Major Incident Management, and building a high-performing team. The ideal candidate has extensive experience in IT Service Management, proven leadership skills, and is ITIL certified. The position offers flexible working options and various employee benefits.