At a Glance
- Tasks: Lead and evolve IT support for a diverse user base in a dynamic environment.
- Company: Established organisation with a focus on customer-first IT service.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Join a fast-paced team with excellent career development opportunities.
- Why this job: Make a real impact by driving performance and continuous improvement in IT support.
- Qualifications: Experience managing a Service Desk and strong leadership skills required.
The predicted salary is between 65000 - 75000 £ per year.
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 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 accountability.
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.
Must be eligible to work in the UK.
Service Desk Manager in London employer: Context Recruitment Limited
As a leading UK technology solutions provider, our company offers an exceptional work environment that fosters innovation and collaboration. With a strong focus on employee growth, we provide ample opportunities for professional development in cutting-edge areas like AI and cloud services, all while enjoying the flexibility of remote work. Join us to be part of a dynamic team that values creativity and is committed to delivering impactful solutions for our diverse clientele.
Contact Details:
Context Recruitment Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in London
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We think you need these skills to ace Service Desk Manager in London
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at Context Recruitment Limited, it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at Context Recruitment Limited can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at Context Recruitment Limited will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at Context Recruitment Limited
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at Context Recruitment Limited. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at Context Recruitment Limited.
