Service Desk Manager

Ashdown Group; London; On-site; GBP 56,000; Full time

Job summary

An esteemed educational institution in London is seeking a Service Desk Manager to lead its IT team. This full-time role offers a collaborative environment where you'll manage a team, ensure service delivery, and implement ITIL processes. Ideal candidates will possess strong communication skills and hands-on experience in relevant technologies, creating a supportive workplace dedicated to educational excellence.

Qualifications

• Strong communication and interpersonal skills essential.
• Solid experience in ITIL processes and technical support.
• Experience in Windows and Mac environments required.

Responsibilities

• Lead and manage a team of skilled engineers.
• Oversee service delivery and ITIL processes.
• Identify infrastructure needs and policy gaps.

Skills

Communication

Interpersonal Skills

ITIL Processes

Windows

Mac

Tools

Office 365

Active Directory

Networking Protocols

Intune

MDM Solutions

Antivirus Tools

Job description

Service Desk Manager - £56,000 - Holborn

An esteemed educational institution based in the heart of London is currently seeking a Service Desk Managerto join its IT team. This is a permanent, full-time opportunity offering the chance to work in a vibrant and collaborative environment where staff tenure is long and the culture is genuinely supportive. The role is 4 days a week on-site near Holborn.

In this role, you’ll report directly to the IT Director and take the lead in managing a team of skilled 1st, 2nd, and 3rd line engineers. You’ll be responsible not just for day-to-day service delivery, but also for shaping and embedding ITIL-based processes that elevate the organisation’s IT function.

Beyond team leadership, you’ll have oversight of the organisation’s entire technical estate. This includes everything from desktop services and remote access to mobile computing, telephony, and printing solutions. You’ll also play a strategic role in identifying the infrastructure needs of the institution, raising any policy gaps, and contributing to the ongoing development of the IT function.

Strong communication and interpersonal skills are essential. You’ll often be the first point of contact for resolving technical issues and will need to engage with a wide variety of users—from academic staff to students—with clarity, patience, and professionalism.

Technically, you’ll need a solid foundation working across both Windows and Mac environments,along with experience in technologies such as Office 365, Active Directory, networking protocols, Intune, MDM solutions and Antivirus tools. A strong grasp of ITIL processes is also required, ideally with hands-on experience applying them in a live environment.