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Service Desk Manager

The Royal College of Radiologists

London

Hybrid

GBP 40,000 - 60,000

Full time

6 days ago

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Job summary

The Royal College of Radiologists is seeking a dynamic Service Desk Manager to enhance IT support operations. You will lead a dedicated team, ensuring high-quality service delivery while managing incidents and driving service improvements through innovative thinking. Ideal candidates will have ITIL certification, strong leadership abilities, and a customer-focused attitude. This role offers hybrid working options, with the flexibility to work remotely 60% of the time.

Benefits

Hybrid working (60% remote)

Equipment provided to work from home

Generous annual leave allowance

Interest free season ticket loan

Cycle to work scheme

Employee Assistance Programme

Qualifications

Proven experience managing an IT Service Desk.
Strong knowledge of Microsoft 365 and Windows OS.
Excellent communication skills and customer-first mindset.

Responsibilities

Lead and mentor a high-performing Service Desk team.
Manage day-to-day operations and act as escalation point.
Drive service improvements using KPIs and user feedback.

Skills

Leadership

Problem-Solving

Communication

Education

ITIL v3/v4 Foundation

Tools

Microsoft 365

Windows 10/11

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The Royal College of Radiologists provided pay range

This range is provided by The Royal College of Radiologists. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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Are you a tech-savvy leader, passionate about delivering an excellent service? Do you thrive in fast-paced environments where your decisions directly impact the success of an organisation? If so, we want to hear from you.

As our Service Desk Manager, you’ll be the driving force behind our IT support operations ensuring our users receive top-tier service and our systems run smoothly. You’ll lead a high performing team, manage incidents, and continuously improve service delivery using data, feedback, and your own innovative thinking. You’ll have responsibility for ensuring the IT Service Desk provides effective end-user support, implement the College’s IT infrastructure policies and ensuring that we minimise the number of service desk calls.

In this dynamic and fast paced role you will help achieve our Service Desk’s ultimate mission of delivering a high standard of support and customer satisfaction.

What you’ll do

Leading and mentoring a high-performing Service Desk team.
Managing day-to-day operations and acting as the go-to escalation point.
Driving service improvements using KPIs, feedback, and best practices.
Supporting AV and video conferencing across the College..
Playing a key role in exam delivery and IT project support.
Collaborating with stakeholders to enhance user experience and IT service quality.

What you’ll need:

Proven experience managing an IT Service Desk.
ITIL v3/v4 Foundation or equivalent experience.
Strong knowledge of Microsoft 365, Windows 10/11, and ITSM platforms.
Excellent communication, leadership, and problem-solving skills.
A customer-first mindset and a passion for continuous improvement.
A proactive, self-starting attitude and a love for learning.
A commitment to data protection, security, and sustainability.
Excellent interpersonal, oral, and written communication skills, with the ability to explain complex issues clearly.
Strong critical thinking skills and the ability to identify workarounds and solutions.
Self-motivated and able to work effectively within a team and collaboratively across the College.
Make a difference to the lives of Doctors and the specialities they work in every day!
Hybrid working (60% working week can be done remotely)
Equipment provided to work from home
Generous annual leave allowance
Interest free season ticket loan and cycle to work scheme
Employee Assistance Programme

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Information Technology and Management
Industries
Hospitals and Health Care

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