Service Desk Manager: ITIL Pro & 1st-3rd Line Support

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

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.