Service Desk Manager in London

OverviewIT Service Desk Manager (14-Month FTC mat-cover) – Onsite in London

We\’re working with a fast-paced, forward-thinking organisation in London that\’s looking for an IT Service Desk Manager to join them on a 14-month maternity cover contract.

Responsibilities

Lead and manage a team of 10 engineers across 1st line, 2nd line, and deployment functions, ensuring effective service delivery

Drive SLA performance and ensure incidents are resolved efficiently, maintaining a high-quality support function

Oversee migrations, acquisitions, and onboarding projects, supporting seamless integration of systems and users

Provide proactive VIP-level support to senior stakeholders and executives, ensuring their technical needs are met

Collaborate closely with internal teams including HR, L&D, infrastructure, and cybersecurity as well as external vendors

Monitor KPIs, analyse team performance, and implement continuous service improvements

What Are We Looking For?

Proven experience managing an IT Service Desk team within a fast-paced, service-oriented environment

Strong leadership and people management skills, with the ability to coach, motivate, and develop a young and growing team

Solid technical understanding of enterprise IT environments, including Windows, iOS, and device management

Experience using ticketing systems such as Jira Service Management or ServiceNow, with a track record of improving SLA performance

Familiarity with migrations, acquisitions, and integrations is highly desirable

Confident communicator with the ability to engage senior stakeholders and provide VIP-level support

Key Technologies

Microsoft 365 Suite

SCCM

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Software Development

Chiswick, England, United Kingdom

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