Service Desk & Support Leader - Data-Driven, Hybrid London

VIQU IT; Essex; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

28 days holiday

Pension 10% up to cap

Office meals

Job summary

VIQU IT partnered with a leading financial services organisation to hire a Service Desk & Support Manager in London. The role focuses on transforming an established service desk, shaping a data-led approach, and developing the team with strong coaching and mentoring.

You will lead ITSM-driven improvements across incidents, problems and knowledge management, while driving automation and improved user satisfaction.

Qualifications

• Lead and develop the IT Service Desk to a higher standard of performance and reliability.
• Utilise ITSM data, KPI and SLA metrics to drive continuous improvement.
• Occasional travel to European offices may be required.

Responsibilities

• Lead, mentor, coach and develop the IT Service Desk team
• Improve service performance using ticketing data, KPIs, SLAs and trend analysis
• Strengthen resource planning and service coverage across locations
• Oversee incident, problem, request and knowledge management
• Reduce recurring issues through root-cause analysis
• Drive automation, self-service and process optimisation
• Improve user satisfaction and overall service quality
• Produce service performance reporting and management information
• Track service trends, risks and improvement initiatives
• Build strong stakeholder relationships across the business
• Support change management, audit, compliance and operational governance

Skills

Team leadership

ITIL certification

Data analysis

Microsoft 365

Azure

Endpoint management

Stakeholder management

Incident & problem management

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

VIQU IT partnered with a leading financial services organisation to hire a Service Desk & Support Manager in London. The role focuses on transforming an established service desk, shaping a data-led approach, and developing the team with strong coaching and mentoring.

You will lead ITSM-driven improvements across incidents, problems and knowledge management, while driving automation and improved user satisfaction.