Service Desk Manager – Central London

Free-Work UK; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Free-Work UK in London is looking for a Service Desk Manager with 3–5 years of commercial helpdesk experience to lead the service desk function. You will manage 1st line triage and escalation to 2nd and 3rd line, troubleshoot issues, and ensure timely resolution while maintaining strong customer communication.

Based in Central London, the role offers a salary of £25K–£35K and opportunities to enhance ITIL-driven incident, problem and change processes in a fast-paced retail technology environment.

Qualifications

• At least 3–5 years commercial helpdesk support experience.
• Working knowledge of ITIL Service Management concepts and their application.
• Experience with front-end ticketing systems such as FreshDesk or Zendesk.
• Excellent Excel and general browser/Internet application skills.
• Ability to work independently and in a customer-facing, team-oriented environment.

Responsibilities

• Support various teams to ensure high-quality service delivery to customers.
• Manage ticket workflow: 1st line triage and escalation to 2nd/3rd line.
• Troubleshoot issues and provide timely resolutions.
• Keep customers updated on ticket progress throughout lifecycle.
• Implement ITIL processes for Incident, Problem and Change Management.
• Monitor SLAs and report on targets and ticket types.

Skills

ITIL service management

Ticketing systems

SLA management

Customer service

Team collaboration

Tools

FreshDesk

Zendesk

Excel

HTML

JavaScript

XML

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

• 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.