Service Desk Manager

La Fosse; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

La Fosse is seeking an experienced Service Desk Manager to lead and grow the IT Service Desk in London. The role focuses on delivering excellent customer service, strengthening incident and problem management, and driving continual service improvement across the organization.

Forming part of a hybrid work environment, you will manage and develop a multi-disciplinary team, ensure service levels are achieved, and collaborate with security, applications, and infrastructure teams to optimise IT

Qualifications

• Proven experience leading an IT Service Desk or Service Support function.
• Experience coaching and developing an IT support team.
• Strong understanding of ITIL and IT service management best practices.

Responsibilities

• Lead and develop the IT Service Desk team to a high standard of support and customer service.
• Oversee daily operations, prioritise incidents and requests within SLAs.
• Monitor KPIs, ticket volumes, response and resolution rates to drive improvements.
• Handle escalation and coordination with 2nd/3rd line support teams.

Skills

Leadership

Stakeholder management

Incident management

ITIL principles

KPI monitoring

Communication

Prioritisation

Continuous improvement

Education

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Freshservice

Microsoft 365

Active Directory/Entra ID

Endpoint management

Job description

Working Arrangement: Hybrid - London office 2/3 days per week rest is remote

Salary: Competitive salary depending on relevant experience

About the Role

We are seeking an experienced and proactive Service Desk Manager to lead and develop our IT Service Desk function in London.

This is an excellent opportunity for a customer-focused IT professional with strong leadership skills and a proven track record of managing service desk operations, improving service delivery and driving operational efficiency.

You will be responsible for overseeing the day-to-day running of the Service Desk, managing and developing the support team, ensuring service levels are consistently achieved, and delivering an excellent IT support experience across the business.

The successful candidate will combine strong people management skills with a solid understanding of IT service management, incident management, problem management and continuous service improvement.

Key Responsibilities

• Lead, manage and develop the IT Service Desk team, ensuring a high standard of technical support and customer service.
• Oversee daily service desk operations, ensuring incidents and service requests are prioritised and resolved within agreed SLAs.
• Monitor service desk performance, KPIs, ticket volumes, response times and resolution rates.
• Manage incident, problem and request fulfilment processes, ensuring effective escalation and resolution.
• Drive continuous improvement initiatives to enhance service quality, efficiency and user satisfaction.
• Establish and maintain service desk procedures, processes, knowledge-base articles and operational documentation.
• Act as the escalation point for major incidents and complex service issues, coordinating with 2nd and 3rd line support teams.
• Manage team workloads, resource planning, shift patterns and service desk capacity where required.
• Coach, mentor and develop team members, conducting regular performance reviews and supporting professional development.
• Work closely with infrastructure, applications, security and wider IT teams to ensure effective service delivery.
• Produce regular management reports covering service performance, SLA compliance, trends and areas for improvement.
• Ensure IT policies, security procedures and access management processes are followed.
• Manage relationships with third-party suppliers and service providers where appropriate.
• Promote a customer-first culture, ensuring clear communication and a positive end-user experience.

Essential Skills and Experience

• Proven experience managing or leading an IT Service Desk or Service Support function.
• Previous experience managing, coaching and developing an IT support team.
• Strong understanding of ITIL principles and IT service management best practices.
• Experience managing incidents, service requests, problems and escalations.
• Demonstrable experience monitoring and improving SLAs, KPIs and service desk performance.
• Experience using IT service management platforms such as ServiceNow, Jira Service Management, Fresh service or similar.
• Strong analytical, organisational and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to manage competing priorities and perform effectively in a fast-paced environment.
• A proactive approach to continuous improvement and operational efficiency.

Desirable Skills and Qualifications

• ITIL Foundation certification or higher.
• Experience managing a multi-tier support function across 1st, 2nd and 3rd line teams.
• Experience working with Microsoft 365, Active Directory / Entra ID and endpoint management technologies.
• Experience with service desk reporting, dashboards and trend analysis.
• Experience managing supplier relationships and third-party support contracts.
• Knowledge of IT security, governance and compliance requirements.

What We're Looking For

We are looking for a confident and hands-on leader who can balance people management, operational delivery and continuous improvement.

You will be comfortable making decisions, managing escalations, developing team capability and building strong relationships with stakeholders across the organisation.

The ideal candidate will be passionate about delivering excellent customer service, improving IT support processes and ensuring the Service Desk operates efficiently and effectively.

Why Join Us?

• Opportunity to lead and shape the IT Service Desk function.
• A collaborative working environment.
• Opportunities for professional development and career progression.
• The chance to make a measurable impact on IT service delivery and the wider business.

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