Service Desk & Support Manager

Appcast; Greater London; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

28 days leave

10% pension cap

Office meals

Benefits package

Job summary

VIQU has partnered with a leading financial services organisation to recruit a Service Desk & Support Manager in London. This leadership role focuses on transforming an established Service Desk, improving how the team operates, and driving automation and process optimization.

Occasional travel to European offices may be required. The ideal candidate will mentor the team, manage KPIs/SLAs, and implement data-driven improvements to service delivery.

Qualifications

• Experience leading an IT Service Desk or IT Support team.
• Strong coaching and mentoring skills for a technical team.
• Knowledge of ITSM principles and ITIL certification is preferred.

Responsibilities

• Lead IT Service Desk team and drive performance using data and KPIs.
• Manage incidents, problems, requests, and knowledge management.
• Develop resource planning and multi-site coverage across locations.

Skills

ITSM

ITIL

Data analysis

Stakeholder mgmt

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
• 10% pension up to a cap
• breakfast and lunch when working in the office
• 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