Service Desk Manager – 11254CA

Proactive.IT Appointments Limited; England; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading IT services provider in West London is seeking a Service Desk Manager to oversee end user services and support across global offices. The ideal candidate will have strong M365 operational experience, manage IT service governance, and ensure excellent service delivery. This role offers a salary of £45,000 – £55,000 plus benefits including private healthcare and subsidised meals within a hybrid working model.

Benefits

Private healthcare

Subsidised meals

Qualifications

• Hands-on technical knowledge of M365 architecture and administration.
• Experience in dealing with multi-time zone support.
• Familiar with setting up and administering IT Service governance.

Responsibilities

• Running a user-centric support function in an international business.
• Monitoring and reporting of relevant SLA and KPI metrics.
• Acting as an ambassador to end users.

Skills

M365 operational experience

Experience working in a multinational environment

Device and user roll out

IT Service Governance

Familiarity with Information Security Operational management

Tools

ITIL

Windows Server

Active Directory

SharePoint

Job description

Overview

11254CA

£45k – 55k per year

Service Desk Manager

Permanent Full Time

West London – Hybrid working

£45,000 – £55,000 + Private healthcare, subsidised meals

As Service Desk Manager you will be responsible for the day to day support and maintenance of all end user services Windows, M365, etc, to all offices globally, Provision of laptops and mobile devices, Supporting desktop client access to back-office applications that are supported by the applications team, End user security management.

Responsibilities

• Running a modern user centric support function in an international business.
• Creation, monitoring and reporting of relevant SLA and KPI metrics.
• Acting as an ambassador to end users, and working directly with users to meet their needs.
• Management of ITSM tools (service desk, auto deployment, patching, remote support, etc).
• Running a service desk on Single Point of Contact principles and managing the escalation to third line or external resource where necessary.

Qualifications and Experience

• M365 operational experience:
  • Familiar with user provisioning and management within M365.
  • How to deploy and support M365 endpoints in a cloud‑first M365 native Infrastructure.
  • Hands on technical knowledge of M365 architecture and administration, and an understanding of Microsoft best practice.
  • Managing and Governing Sharepoint in an Enterprise environment.
  • General familiarity with Microsoft stack technologies: Windows 10/11, Word, Excel, etc.; Windows Server, AD, AAD, Exchange Online, etc.
• Experience working in a multinational environment:
  • Challenges associated with supporting smaller remote offices with no on-site IT staff.
  • Dealing with multi-time zone support.
  • Working with local in-country support to provide on-site service.
• Device and user roll out:
  • Quick and efficient delivery of end user devices, using auto-deployment wherever possible (including internationally).
  • Efficient user provisioning processes based on RBAC principles and automation where possible.
  • Familiar with Hybrid working patterns and how to provide BAU support to home and remote workers.
• IT Service Governance:
  • Familiar with setting up, managing and administering IT Service governance, ideally aligned with ITIL principles. Including:
  • User provisioning and access management (Starter/movers/leavers, access reviews, etc).
  • Change management
  • Asset management
  • Incident/Problem management
  • Service catalogue, CMDB, etc
  • End user device and software patching
• Familiarity with Information Security Operational management:
  • The role of service desk in incident response
  • General familiarity with security best practice
  • Secure by design principles, including MDM for mobiles and laptops
  • Specific infosec skills not required, but will be responsible for some elements of Infosec as they relate to end users, their devices, and the service desk.

Notes

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

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