Service Desk & Support Manager

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

Service Desk & Support Manager

London Hybrid (4 DPW for 6 months, then 3 DPW in office)

Salary starts at £70,000

Benefits include: 28 days' holiday, a 10% pension up to a cap, breakfast and lunch when working in the office and a comprehensive suite of company benefits.

VIQU has partnered with a leading financial services organisation who are seeking a Service Desk & Support Manager to lead and develop its internal IT Support function. This is a key leadership focused on transforming an established, technically capable Service Desk, improving how the team operates and creating a more structured, data-led service. The Service Desk & Support Manager will focus on people development, performance, resource planning and continual improvement, using service data to identify trends, reduce escalations and drive opportunities for automation and process optimisation. This is not a hands-on ticket resolution role; they need a technically credible leader who can challenge, mentor and get the best out of an experienced support team. The role might also require occasional travel to European offices.

Key Responsibilities of the Service Desk & Support Manager:

• 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

Key Requirements of the Service Desk & Support Manager:

• Proven experience managing and developing an IT Service Desk or IT Support team
• Strong coaching and mentoring skills, with the ability to lead a technically capable support team
• Good knowledge of ITSM principles, ideally supported by ITIL certification
• Strong experience using service desk data, KPIs and SLAs to drive performance and continuous improvement
• Good technical understanding of Microsoft 365, Azure and endpoint management environments
• Experience with ITSM/ticketing platforms such as Freshservice, ServiceNow or Jira Service Management
• Strong stakeholder management, communication and problem-solving skills
• Experience managing incidents, escalations and operational service delivery
• Financial services, regulated-sector or multi-site/international support experience would be advantageous