Service Desk Manager
other jobs Context Recruitment Limited
Added before 4 Days
- England,London,City of London
- Full Time, Contract
- £500 - £600 per day
Job Description:
Full job descriptionService Desk Manager
London (hybrid)
6 month contract (Outside IR35)
£500 - £600 p/d
A well-established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function within a complex, multi-site environment.
Supporting a diverse user base across office, remote and site locations, you’ll play a pivotal role in delivering a high-quality, customer-focused IT service, ensuring stability, performance and continuous improvement across the service desk and field support teams.
Key Responsibilities:
*Lead and manage the Service Desk and Field Support teams, driving performance, development and a customer-first culture
*Act as the senior escalation point for major incidents and complex technical issues
*Own end-to-end incident, request, problem and change management aligned to ITIL best practices
*Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quantity
*Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadership
*Drive continuous improvement through root cause analysis, gap analysis and service optimisation initiatives
*Coordinate service desk involvement in projects, rollouts, migrations and onboarding/offboarding activities
*Work closely with infrastructure, security, applications teams and third-party suppliers to ensure effective service delivery
*Maintain and improve knowledge management, documentation and standard operating procedures
*Ensure alignment with governance frameworks (ISO 27001, Cyber Essentials Plus) and internal controls
*Manage supplier relationships and support vendor performance and accountably
Requirements:
*Proven experience managing a Service Desk in a multi-site, complex environment
*Strong leadership experience managing and developing support teams
*Excellent stakeholder engagement and customer service skills
*Strong experience with ITSM tools (ServiceNow essential)
*Solid understanding of ITIL practices (Incident, Problem, Change Management)
*Experience with Microsoft environments (M365, Azure AD / Entra ID, Intune, Windows 10/11, Teams, SharePoint)
*Knowledge of IT asset & service management (ITAM/SAM) principles
*Experience managing third-party suppliers and service performance
*Strong reporting, analytical and service improvement capability
*Ability to operate in a fast-paced, high-demand environment
London (hybrid)
6 month contract (Outside IR35)
£500 - £600 p/d
A well-established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function within a complex, multi-site environment.
Supporting a diverse user base across office, remote and site locations, you’ll play a pivotal role in delivering a high-quality, customer-focused IT service, ensuring stability, performance and continuous improvement across the service desk and field support teams.
Key Responsibilities:
*Lead and manage the Service Desk and Field Support teams, driving performance, development and a customer-first culture
*Act as the senior escalation point for major incidents and complex technical issues
*Own end-to-end incident, request, problem and change management aligned to ITIL best practices
*Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quantity
*Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadership
*Drive continuous improvement through root cause analysis, gap analysis and service optimisation initiatives
*Coordinate service desk involvement in projects, rollouts, migrations and onboarding/offboarding activities
*Work closely with infrastructure, security, applications teams and third-party suppliers to ensure effective service delivery
*Maintain and improve knowledge management, documentation and standard operating procedures
*Ensure alignment with governance frameworks (ISO 27001, Cyber Essentials Plus) and internal controls
*Manage supplier relationships and support vendor performance and accountably
Requirements:
*Proven experience managing a Service Desk in a multi-site, complex environment
*Strong leadership experience managing and developing support teams
*Excellent stakeholder engagement and customer service skills
*Strong experience with ITSM tools (ServiceNow essential)
*Solid understanding of ITIL practices (Incident, Problem, Change Management)
*Experience with Microsoft environments (M365, Azure AD / Entra ID, Intune, Windows 10/11, Teams, SharePoint)
*Knowledge of IT asset & service management (ITAM/SAM) principles
*Experience managing third-party suppliers and service performance
*Strong reporting, analytical and service improvement capability
*Ability to operate in a fast-paced, high-demand environment
Job number 3874196
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Company Details:
Context Recruitment Limited
Context Recruitment is a privately owned, boutique information technology recruitment agency focused on delivering a premium service. We are providers...