Service Desk Manager

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

Service Desk Manager – Managed Services Provider

Location: Hybrid / London

Salary: Up to £55,000-£65,000, depending on experience

A growing Managed Services Provider is seeking an accomplished Service Desk Manager to take ownership of both the Service Desk function and wider Service Operations. This position offers the opportunity to influence service quality, strengthen customer relationships, and drive operational maturity across a growing organisation.

The successful candidate will oversee a dedicated Service Desk Manager and a team of 5+ engineers, ensuring the smooth running of day‑to‑day support while embedding ITIL‑aligned processes that enhance consistency, efficiency, and customer satisfaction.

The Service Desk Manager will provide leadership across all service functions, ensuring that performance targets are met and that customers receive a consistently high standard of support. The role combines people management, service governance, and operational oversight, with a strong focus on continual improvement.

Key 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.

Experience required:

• 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.

Paying up to £55,000-65,000, depending on experience.