Service Desk Manager

Wanstor Limited; City Of London; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

A prominent IT Managed Services provider in London seeks a Service Desk Manager to lead a team of engineers. Responsibilities include managing the service desk operations, improving service metrics, and ensuring high customer satisfaction. Ideal candidates will have proven experience in service management and a strong understanding of ITIL. This role offers competitive compensation and hybrid work options.

Benefits

24 days annual leave, increasing with tenure

Paid volunteer opportunities

Continuous learning sessions

Team social events

Qualifications

• Proven record in improving support services as a Service Desk Manager.
• Understanding of ITIL and ability to apply improvement methods.
• Knowledge of IT products and services to explain technical concepts.
• IT support experience at a 2nd line level.

Responsibilities

• Lead and manage the Service Desk Team for service excellence.
• Onboard new customers into the Service Desk.
• Manage technical staff with reviews and development.
• Report on key Service Desk performance metrics.
• Ensure KPIs are met and manage P1 ticket resolutions.
• Proactively report metrics and service desk improvements.

Skills

Service Desk Management

ITIL Knowledge

2nd Line IT Support

Stakeholder Management

Communication Skills

Job description

Service Desk Manager

Department: Service Management

Employment Type: Permanent - Full Time

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Location: Hybrid

Reporting To: Jack Smith

Compensation: £50,000 - £55,000 / year

Description

Summary: We are an award‑winning IT Managed Services provider, based in London and have opened a fantastic opportunity for a career‑minded Service Desk Manager within one of our winning teams. The Service Desk Manager will oversee a service desk team providing an internal IT department to our customers. With support from your Team Leader, you will lead, coach and inspire a team of service desk engineers providing them with clear KPI’s required to deliver a successful support service. The goal of the service desk manager is to achieve industry‑leading employee engagement scores whilst delivering world‑class customer satisfaction. An excellent leader, you will have experience in recruiting and managing technical staff from a variety of disciplines to produce results in a timely and efficient manner. You are required to develop efficient strategies, tactics and measures, to achieve service excellence.

What You’ll Do

• Successfully lead & manage the Service Desk Team, driving a culture of service excellence, continuous improvement and delighting our customers.
• Onboard new customers into Wanstor’s Service Desk ensuring a seamless support transition is delivered.
• Line management of technical and team lead staff members, including 1‑2‑1’s, annual reviews, development and succession planning.
• Create and report on and improve key Service Desk performance metrics (ticket volume trends, first line resolution rate, SLA’s, response time, wait time, resolution time, customer satisfaction.
• Ensure KPI’s set for Team Leaders and Technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores.
• Ownership of P1 tickets and driving to resolution ensuring the customer is kept informed at all times, ensuring SLA’s and customer expectations are met.
• Working with the Project team to transition projects to Internal support services.
• Ensure all required communication, training and documentation is established.
• Manage recruitment of engineers necessary to run a successful service desk effectively.
• Attend key customer service meetings.
• Proactively report service desk metrics, successes and area’s requiring attention to the senior management team.
• Deliver continuous service improvement objectives set by the senior management team.
• Build and maintain exceptional relationships with customers based on trust.
• Robust and effective call volume management.
• Contributing to the continuous improvement of the Service Department, its practices and processes, with emphasis on enhancing the customer experience through innovative thinking.
• Reduce the number of interactions per tickets.
• SLA Improvement – Reduce the average ticket turnaround time by increasing both Fix and Response SLA’s.

What You’ll Need

Required Skills and Experience

• Experience as a Service Desk Manager with a proven record of continuously improving support services delivered to our customers.
• A good understanding of ITIL and an ability to apply methods which improve the services delivered to our customers and improve the working environment of our engineering team.
• Thorough knowledge of IT products and services enabling explanation of technical concepts.
• IT support experience at a 2nd line level.

Key Competencies

• Exceptional stakeholder management. Confident, proactive communicator, able to navigate difficult conversations.
• Able to manage an extremely busy workload well, to delegate and prioritise.
• Positive, ability to energise and motivate the team.
• Confident taking ownership in pressured situations.
• Decisive with a pragmatic approach.
• Creative problem solver.
• Exceptional written and verbal communication, excellent report writing skills.
• Professional, leads by example.

What You’ll Love

• 🌴 Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
• 📚 Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
• 🌟 Take advantage of 5 paid days annually to pursue new skills or knowledge.
• 🤝 Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
• 🎉 Team Spirit: Join a friendly team and engage in various social events organised throughout the year.