Service Desk Manager — Lead Elite IT Support (Hybrid)

Wanstor Limited; City Of London; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

A prominent IT Managed Services provider in London seeks a Service Desk Manager to lead a team of engineers. Responsibilities include managing the service desk operations, improving service metrics, and ensuring high customer satisfaction. Ideal candidates will have proven experience in service management and a strong understanding of ITIL. This role offers competitive compensation and hybrid work options.

Benefits

24 days annual leave, increasing with tenure

Paid volunteer opportunities

Continuous learning sessions

Team social events

Qualifications

• Proven record in improving support services as a Service Desk Manager.
• Understanding of ITIL and ability to apply improvement methods.
• Knowledge of IT products and services to explain technical concepts.
• IT support experience at a 2nd line level.

Responsibilities

• Lead and manage the Service Desk Team for service excellence.
• Onboard new customers into the Service Desk.
• Manage technical staff with reviews and development.
• Report on key Service Desk performance metrics.
• Ensure KPIs are met and manage P1 ticket resolutions.
• Proactively report metrics and service desk improvements.

Skills

Service Desk Management

ITIL Knowledge

2nd Line IT Support

Stakeholder Management

Communication Skills

Job description

A prominent IT Managed Services provider in London seeks a Service Desk Manager to lead a team of engineers. Responsibilities include managing the service desk operations, improving service metrics, and ensuring high customer satisfaction. Ideal candidates will have proven experience in service management and a strong understanding of ITIL. This role offers competitive compensation and hybrid work options.