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- Tasks: Lead and manage the Service Desk, ensuring top-notch customer service and operational excellence.
- Company: Join a rapidly expanding tech company making a difference in the non-profit sector.
- Benefits: Enjoy gym membership contributions, health cash plans, and increased annual leave.
- Other info: Be part of a dynamic team with excellent career growth opportunities.
- Why this job: Make a real impact by supporting charities with innovative technology solutions.
- Qualifications: Experience in ITIL framework and strong customer service skills required.
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 in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for an IT Service Desk Manager role. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Prepare for interviews by researching the company and its mission. Since this role is all about supporting charities, show your passion for the non-profit sector and how your skills can help them achieve their goals. Tailor your responses to highlight your experience with customer service and team management.
✨Tip Number 3
Practice your problem-solving skills! As a Service Desk Manager, you’ll need to demonstrate your ability to troubleshoot and manage incidents effectively. Consider running through some common scenarios you might face in the role and how you would handle them.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our company. Let’s get you that dream job!
We think you need these skills to ace IT Service Desk Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience with ITIL and any relevant achievements that showcase your ability to lead a team and improve service delivery.
Craft a Compelling Cover Letter: Your cover letter should tell us why you’re passionate about working in the not-for-profit sector. Share specific examples of how you've built relationships with clients and improved service outcomes in previous roles.
Showcase Your Customer Service Skills: Since this role is customer-facing, emphasise your excellent customer service skills. Provide examples of how you've successfully managed stakeholder relationships and resolved issues in a timely manner.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Academia Ltd t/a Smartdesc
✨Know Your ITIL Framework
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL principles in your previous roles, especially in managing a Service Desk. This will show that you understand the framework and can lead the team effectively.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, prepare examples of how you've built strong relationships with clients in the past. Think about specific situations where your excellent customer service made a difference, and be ready to share those stories during the interview.
✨Demonstrate Your Problem-Solving Abilities
Be prepared to discuss how you've handled major incidents and problem management in your previous positions. Highlight any tangible improvements you've made and how you documented these processes. This will illustrate your proactive approach and attention to detail.
✨Align with Their Mission
Research the company’s vision and values, particularly their focus on supporting the non-profit sector. During the interview, express your passion for making a difference through technology and how you see yourself contributing to their mission. This alignment can set you apart from other candidates.