Service Desk Manager London (hybrid working) £65k- £75k 12-month fixed term contract 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 practice * Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quality * 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 an...
Service Desk Manager employer: Context Recruitment Limited Careers
Join a dynamic Managed Services Provider in Wolverhampton, where your expertise as an IT Project Delivery Engineer will be valued and nurtured. With a strong focus on employee growth, we offer a collaborative work culture that encourages innovation and technical leadership, alongside competitive salaries and opportunities to engage with diverse clients. Experience the unique advantage of working in a thriving local environment that supports both professional development and meaningful contributions to client success.
Contact Details:
Context Recruitment Limited Careers Recruitment Team
