Service Desk Manager

developrec; London; On-site; GBP 45,000 - 55,000; Full time

Job summary

A leading tech organization in London is seeking an IT Service Desk Manager for a 14-month maternity cover. The role involves managing a team of engineers, ensuring high-quality service delivery, and overseeing system integrations. Applicants should have a proven track record in service desk management and strong leadership capabilities. This position offers an opportunity to work in a fast-paced environment and engage with senior stakeholders.

Qualifications

• Proven management of IT Service Desk teams in fast-paced environments.
• Strong leadership and coaching abilities.
• Technical proficiency in enterprise IT environments.

Responsibilities

• Lead and manage a team to ensure effective service delivery.
• Drive SLA performance for incident management.
• Oversee migrations and system integrations.

Skills

Team management

Service desk operations

Technical support

Stakeholder management

Process improvement

Communication

Tools

Jira Service Management

ServiceNow

Microsoft 365 Suite

SCCM

Job description

Overview

IT Service Desk Manager (14-Month FTC mat-cover) – Onsite in London

We’re working with a fast-paced, forward-thinking organisation in London that’s looking for an IT Service Desk Manager to join them on a 14-month maternity cover contract.

Responsibilities

• Lead and manage a team of 10 engineers across 1st line, 2nd line, and deployment functions, ensuring effective service delivery
• Drive SLA performance and ensure incidents are resolved efficiently, maintaining a high-quality support function
• Oversee migrations, acquisitions, and onboarding projects, supporting seamless integration of systems and users
• Provide proactive VIP-level support to senior stakeholders and executives, ensuring their technical needs are met
• Collaborate closely with internal teams including HR, L&D, infrastructure, and cybersecurity as well as external vendors
• Monitor KPIs, analyse team performance, and implement continuous service improvements

What Are We Looking For?

• Proven experience managing an IT Service Desk team within a fast-paced, service-oriented environment
• Strong leadership and people management skills, with the ability to coach, motivate, and develop a young and growing team
• Solid technical understanding of enterprise IT environments, including Windows, iOS, and device management
• Experience using ticketing systems such as Jira Service Management or ServiceNow, with a track record of improving SLA performance
• Familiarity with migrations, acquisitions, and integrations is highly desirable
• Confident communicator with the ability to engage senior stakeholders and provide VIP-level support

Key Technologies

• Microsoft 365 Suite
• SCCM

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• Software Development

Chiswick, England, United Kingdom