Service Desk Manager – Central London

Nexus Jobs Limited; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Nexus Jobs Limited is helping our client, a retail technology software company, recruit a Service Desk Manager in Central London. You will lead a fast-paced support team, manage 1st- to 3rd-line tickets, and ensure high-quality service to both internal and external customers.

The role requires 3–5 years of commercial helpdesk experience, ITIL knowledge and familiarity with FreshDesk or Zendesk. You will monitor SLAs, drive improvements and report on incidents.

Qualifications

• Experience applying ITIL Service Management in daily operations.
• Proficient with front-end ticketing systems (FreshDesk/Zendesk).
• Strong English communication and customer-facing skills.

Responsibilities

• Own 1st line triage and escalate to 2nd/3rd line as needed.
• Troubleshoot, diagnose faults and provide resolutions.
• Keep customers updated throughout ticket lifecycle.
• Implement ITIL processes for Incident, Problem and Change.
• Monitor SLAs and report on requests and performance.

Skills

ITIL knowledge

Front-end ticketing

Customer facing

MS Office

Web basics

Tools

FreshDesk

Zendesk

Job description

Our Client is a retail technology software company.

They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience.

Key skills required:

• Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers - both internal and external.
• Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line.
• Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate.
• Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
• Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers.
• Monitoring agreed SLA's and ensuring daily/weekly targets are met Reporting on SLA targets, numbers and types of requests Maintain a sense of humour whilst working in a fast-paced dynamic team!

Essential Skills …

At least 2+ years of experience in a customer facing Service Desk role , ideally in a SaaS environment within the Internet industry.

• Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise.
• Demonstrable experience using front-end ticketing systems such as FreshDesk/Service, ZenDesk or similar.
• Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications.
• Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML a major bonus.
• Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment

Based in Central London.

The salary for this role will be £25K - £35K.