Service Desk & Support Manager — Data-Driven ITSM Leader

VIQU Limited; City Of London; Hybrid; GBP 63,000 - 77,000; Full time

Benefits offered by this job

28 days' holiday

10% pension up to a cap

Breakfast and lunch when in the office

Comprehensive suite of companyBenefits

Job summary

VIQU Limited is partnering with a leading financial services organisation to recruit a Service Desk & Support Manager in London. The role leads and develops the internal IT Support function, focusing on people development, performance, resource planning and continual improvement.

It is not a hands-on ticket role; a technically credible leader is required to mentor a skilled team. The position is hybrid in London with 4 days per week in the initial six months, then 3 days in the office, and a

Qualifications

• 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.
• Strong stakeholder management, communication and problem-solving skills.
• Experience in financial services, regulated-sector or multi-site/international support advantageous.

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

IT Service Desk leadership

Coaching & mentoring

ITIL certification

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

VIQU Limited is partnering with a leading financial services organisation to recruit a Service Desk & Support Manager in London. The role leads and develops the internal IT Support function, focusing on people development, performance, resource planning and continual improvement.

It is not a hands-on ticket role; a technically credible leader is required to mentor a skilled team. The position is hybrid in London with 4 days per week in the initial six months, then 3 days in the office, and a