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For Companies At a Glance
- Tasks: Lead a team of IT support pros, ensuring top-notch service delivery.
- Company: Join a key player in the housing sector, making a real impact.
- Benefits: Competitive salary, potential for permanent role, and a dynamic work environment.
- Why this job: Be part of a supportive culture that values growth and customer satisfaction.
- Qualifications: Experience in IT Service Desk management and strong knowledge of ITSM tools required.
- Other info: Central London location with a hands-on leadership role.
The predicted salary is between 33000 - 46000 £ per year.
Location: Central London – Minimum 4 days onsite per week
Contract: 3-Month Fixed Term Contract (FTC) – Potential to go permanent
Salary: Up to £55,000 (FTC, pro rata)
Start Date: ASAP
Interview Process: 1-stage interview
Endeavour Recruitment, in partnership with our client in the housing sector based in Central London, is actively seeking an experienced IT Service Desk Manager to join their team. This is a key leadership position replacing a departing team member, offered on an initial 3-month FTC with strong potential for a permanent position.
Role Overview:
You’ll manage a team of approximately 9 IT support professionals, ensuring efficient and customer-focused delivery of IT services across the organisation. This is a hands-on management role requiring a proactive approach, technical understanding, and the ability to lead a busy, multi-disciplinary support team.
Key Responsibilities:
- Lead and manage day-to-day operations of the IT Service Desk
- Ensure prompt, high-quality resolution of incidents, service requests, and technical queries
- Monitor and report on SLAs, KPIs, and team performance
- Provide coaching, mentoring, and performance reviews for team members
- Drive improvements in processes, knowledge management, and customer experience
- Manage escalations effectively and ensure root cause analysis is conducted
- Maintain and improve ITSM tools and documentation (primarily ServiceNow)
- Collaborate with infrastructure, applications, and project teams
- Manage relationships with external vendors and internal stakeholders
Required Skills & Experience:
- Proven experience as an IT Service Desk Manager, IT Support Manager, or similar role
- Strong experience with ITSM tools – particularly ServiceNow
- Solid knowledge of the Microsoft technology stack, including: Office 365, Teams, Outlook, Windows 10/11, Active Directory, Exchange
- Excellent understanding of ITIL processes, particularly Incident, Request, and Problem Management
- Familiar with remote desktop tools, endpoint management, and ticketing systems
- Strong leadership skills – able to motivate, support, and develop high-performing teams
- Clear, confident communication and stakeholder management skills
- Analytical and organised, with the ability to work under pressure and prioritise effectively
- Strong focus on customer service and user satisfaction
- Ability to document procedures and create training or support materials
Desirable (Not Essential):
- ITIL Foundation or similar IT service management certification
- Previous experience working in the housing, public, or non-profit sector
IT Service Desk Manager employer: Endeavour Recruitment
Contact Detail:
Endeavour Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL processes, especially Incident, Request, and Problem Management. Being able to discuss these concepts confidently during your interview will demonstrate your understanding of the role and its requirements.
✨Tip Number 2
Highlight your experience with ITSM tools, particularly ServiceNow. Be prepared to share specific examples of how you've used these tools to improve service delivery or team performance in your previous roles.
✨Tip Number 3
Showcase your leadership skills by preparing examples of how you've motivated and developed high-performing teams. Discussing your coaching and mentoring experiences can set you apart from other candidates.
✨Tip Number 4
Research the housing sector and understand the unique challenges it faces regarding IT services. This knowledge will help you tailor your responses in the interview and demonstrate your genuine interest in the role.
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as an IT Service Desk Manager or in similar roles. Emphasise your leadership skills, technical knowledge, and familiarity with ITSM tools like ServiceNow.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT service management and your understanding of the housing sector. Mention specific achievements that demonstrate your ability to lead a team and improve customer service.
Highlight Key Skills: In your application, clearly outline your experience with Microsoft technologies and ITIL processes. Use bullet points to make it easy for the hiring team to see how you meet their requirements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Endeavour Recruitment
✨Showcase Your Leadership Skills
As an IT Service Desk Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any coaching or mentoring experiences that demonstrate your ability to develop others.
✨Demonstrate Technical Proficiency
Familiarise yourself with the key technologies mentioned in the job description, especially ServiceNow and the Microsoft technology stack. Be ready to discuss your hands-on experience with these tools and how you've used them to improve service delivery.
✨Understand ITIL Processes
Since the role requires a solid understanding of ITIL processes, brush up on Incident, Request, and Problem Management. Be prepared to explain how you've applied these principles in your previous roles to enhance service desk operations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and customer service focus. Think of specific situations where you've resolved conflicts, managed escalations, or improved team performance, and be ready to share those stories.
