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For Companies At a Glance
- Tasks: Lead and manage the Service Desk, ensuring top-notch customer service and operational excellence.
- Company: Join a leading tech company dedicated to supporting charities and making a difference.
- Benefits: Enjoy gym membership contributions, health cash plans, hybrid working, and more perks.
- Other info: Be part of a dynamic team with excellent growth opportunities in a thriving company.
- Why this job: Make a real impact in the non-profit sector while growing your career in tech.
- Qualifications: Experience in ITIL framework and strong customer service skills are essential.
The predicted salary is between 50000 - 55000 £ per year.
Based: Onsite with our client, Central London | Type: Full-time | Salary: £50-55k | Eligibility: Must be eligible to work in the UK
About the Role
Would you like to make an impact at a successful tech company whose vision is to be the No. 1 provider of Managed IT Services to the UK non‑profit sector? Would you like the opportunity to help charities accelerate their missions and make a difference in the world through better use of technology? We are expanding our team and seeking a Service Desk Manager who will enjoy building up genuine and lasting relationships with our clients. This role will be customer facing, with matrix management of the customer’s own Service Desk team.
Responsibilities
- Leading and managing the Service Desk end‑to‑end, overseeing daily operation of the Service Desk, ensuring adherence to the SLA, working closely with Service Delivery colleagues on continual improvements, helping to improve the knowledge‑base & documentation maintenance, coordinating Major Incident responses and feeding into Problem Management – with the full support of your Smartdesc colleagues.
Key Skills
- Experience as a Service Desk Manager within the ITIL framework
- Ability to work independently to achieve agreed outcomes
- Ability to influence within a matrix structure
- Excellent customer service and rapport building, including stakeholder identification
- Desire to work within the not‑for‑profit sector, supporting charities in delivering services to beneficiaries
- Experience working within healthcare (beneficial)
- Experience working with technical and non‑technical personnel at various levels, articulating technical and service delivery principles
- Strong attention to detail
- Well organised, proactive and highly skilled in troubleshooting
- Ability to demonstrate tangible improvement progress through documented reports and stakeholder management
- Project/programme management experience is advantageous
Why Academia?
At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors. As an innovative and rapidly expanding technology company, we’re not just a supplier—we’re a trusted partner to thousands of clients nationwide. With over 20 years of expertise, double‑digit growth and a team of 300+ professionals, our revenues exceeded £150 million in FY26, earning a reputation as a top‑tier IT solutions provider. Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award. Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments. Their IT success is our business. We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service. Backed by Strive Capital since 2020, we’re continuously expanding, exploring new frontiers with a strong financial and strategic foundation. Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact. At Academia, you’ll find more than just a job—you’ll find an opportunity to be part of one of the UK’s most exciting tech success stories. If you’re passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we’d love to hear from you.
Benefits
- Gym membership contribution
- Health Cash Plan
- Increased annual leave with length of service
- Free annual leave on your birthday
- Length of service bonus
- Hybrid working
- Free Will Writing service
- And more!
IT Service Desk Manager employer: Academia Ltd t/a Smartdesc
Contact Detail:
Academia Ltd t/a Smartdesc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Desk Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience with ITIL and your knack for customer service. Share specific examples of how you've improved service delivery in past roles.
✨Tip Number 3
Be proactive! If you see a job that fits, don’t just wait for the application process to open. Reach out directly to the company through our website, express your interest, and ask about upcoming opportunities. It shows initiative!
✨Tip Number 4
Prepare for interviews by researching the company’s mission and values. Since this role is all about supporting charities, be ready to discuss how your background aligns with their goals. Show them you’re not just looking for a job, but a chance to make a difference!
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of IT Service Desk Manager. Highlight your experience with ITIL, customer service skills, and any relevant project management experience. We want to see how you can make a difference in our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about working in the not-for-profit sector and how your skills align with our mission. Let us know what excites you about this opportunity!
Showcase Your Achievements: When detailing your past roles, focus on tangible achievements. Did you improve service delivery or enhance customer satisfaction? We love numbers and results, so don’t hold back on sharing your successes!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and we can’t wait to see your application come through. Let’s get started on this journey together!
How to prepare for a job interview at Academia Ltd t/a Smartdesc
✨Know Your ITIL Inside Out
As a Service Desk Manager, you'll need to demonstrate your understanding of the ITIL framework. Brush up on key concepts and be ready to discuss how you've applied them in previous roles. This shows you’re not just familiar with the theory but can also implement it effectively.
✨Showcase Your Customer Service Skills
This role is all about building relationships, so prepare examples that highlight your customer service experience. Think of specific situations where you’ve gone above and beyond for clients, especially in a tech environment. This will help you stand out as someone who truly values client satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations, like managing a major incident or improving service delivery. Practice articulating your thought process and decision-making skills. This will demonstrate your ability to think on your feet and manage challenges effectively.
✨Research the Company’s Mission
Academia is focused on supporting the non-profit sector, so take some time to understand their mission and values. Be ready to discuss why you want to work in this sector and how your personal values align with theirs. This shows genuine interest and commitment to their cause.