Service Desk Manager

Vector Resourcing; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company is seeking an Interim Service Desk Manager to lead a 1st Line Support team during a paternity leave. This role involves overseeing operations, coaching team members, and improving processes to enhance service delivery in a busy IT environment.

Qualifications

• Proven experience managing similar-sized 1st Line IT support teams.
• Strong understanding of Microsoft 365, Active Directory, Azure.

Responsibilities

• Oversee day-to-day operations of a 6-person 1st Line Service Desk team.
• Introduce and embed formal SLAs and improved processes.

Skills

Leadership

Team Management

Customer Satisfaction

Education

ITIL Foundation certification

Tools

Microsoft 365

Active Directory

Azure

Job description

Job Description

Our client is seeking a hands-on Interim Service Desk Manager to lead a well-established 1st Line Support team during a period of extended paternity leave. With a team of six Service Desk Analysts handling a wide range of tasks – from Active Directory and M365 queries to laptop builds and basic networking – this is your chance to step into a critical leadership role and bring greater structure and clarity to a busy IT support environment.

Responsibilities:

• Oversee the day-to-day operations of a 6-person 1st Line Service Desk team
• Deliver a smooth handover from the existing manager before they go on leave
• Motivate, coach, and support the team to maintain excellent service standards
• Assess current skills across the team and report insights to the Director of IT & Head of Service Operations
• Introduce and embed formal SLAs and improved processes to bring structure to a currently informal support setup
• Ensure effective ticket management and customer satisfaction through best practices
• Act as a bridge between technical and non-technical teams

Skills & Experience:

• Proven experience managing similar-sized 1st Line IT support teams
• Strong understanding of technologies such as Microsoft 365, Active Directory, Azure, and general laptop build processes (hands-off, but technically aware)
• Experience with ticketing systems and ITIL-based service management
• ITIL Foundation certification preferred
• Approachable leadership style with the ability to adapt your management approach based on the team and situation
• Confident in assessing team capabilities and recommending improvements
• Flexible and pragmatic mindset – ready to bring calm and order to a dynamic environment