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- Tasks: Lead the Service Desk team to deliver top-notch support and drive continuous improvement.
- Company: Join Elexon, a key player in the GB electricity market with a focus on innovation.
- Benefits: Enjoy a competitive salary, bonuses, private medical insurance, and a generous pension scheme.
- Other info: Hybrid working model with opportunities for growth and a commitment to diversity.
- Why this job: Make a real impact in a thriving organisation while developing your leadership skills.
- Qualifications: Experience in leading IT support teams and strong understanding of ITIL principles required.
The predicted salary is between 80000 - 80000 £ per year.
We’re looking for a Service Desk Manager (Grade 13) to join the Technology function at Elexon on a permanent basis. In this role, you’ll lead the Service Desk function, ensuring high-quality first-line support services are delivered to users across Elexon. You’ll be responsible for driving service performance, customer satisfaction, and continuous improvement, while managing a team and working closely with suppliers and internal stakeholders. This is a key leadership role focused on delivering a responsive, efficient, and customer-focused support service, supporting critical systems that underpin the GB electricity market.
What you’ll do:
- Lead and manage the Service Desk team, ensuring high-quality support delivery
- Oversee incident, request, and query management, ensuring resolution within agreed SLAs
- Monitor and report on service desk performance metrics, identifying trends and improvement opportunities
- Drive continuous improvement initiatives to enhance service quality and user experience
- Act as an escalation point for major or high-priority incidents
- Ensure effective use of ITSM tools and processes, aligned to ITIL best practice
- Collaborate with suppliers and internal teams to resolve issues and improve service delivery
- Maintain and improve knowledge management systems and support documentation
- Support user onboarding, access management, and service adoption activities
- Build strong relationships with stakeholders to ensure customer needs are understood and met
What you’ll bring:
- Experience leading a Service Desk or IT Support team
- Strong understanding of IT service management (ITIL) principles
- Experience managing incident, request, and escalation processes
- Strong leadership and people management skills
- Experience working with ITSM tools (e.g. ServiceNow, Jira)
- Strong stakeholder and customer management skills
- Ability to drive service improvement and performance optimisation
- Strong organisational and problem-solving skills
- Experience working in multi-supplier or complex environments (desirable)
- Experience in regulated or utilities sectors (desirable)
What’s in it for you:
- Salary - £80,000
- Excellent benefits including bonus, private medical insurance and generous pension scheme
- The opportunity to work within a thriving organisation which can support your growth and development
- We operate a hybrid working approach with 2 days in our London office
Equal opportunity and diversity statements:
- Provide true equality of opportunity
- Attract and retain diverse talent
- Listen to all voices
- Be representative of the communities we work in
- Be a role model for Diversity and Inclusion in the industry
Elexon together, embracing differences, listening to all voices.
Service Desk Manager in London employer: Elexon
Contact Detail:
Elexon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Elexon or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching Elexon’s values and recent projects. We want to see that you’re genuinely interested in the company and how you can contribute to their mission of supporting the GB electricity market.
✨Tip Number 3
Show off your leadership skills! Be ready to discuss specific examples of how you've managed teams and improved service delivery in past roles. We love hearing about your successes and how you’ve tackled challenges head-on.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in the minds of the hiring team at Elexon.
We think you need these skills to ace 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 in leading IT support teams and managing service delivery, as this will show us you’re a great fit for what we need.
Showcase Your Skills: Don’t forget to showcase your skills in IT service management and your understanding of ITIL principles. We want to see how you’ve driven service improvement and performance optimisation in your previous roles.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your leadership style aligns with our focus on customer satisfaction and continuous improvement.
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 keep track of all the amazing candidates like you!
How to prepare for a job interview at Elexon
✨Know Your ITIL Inside Out
Since the role requires a strong understanding of IT service management principles, make sure you brush up on ITIL concepts. Be ready to discuss how you've applied these principles in your previous roles, especially in managing incidents and escalations.
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Prepare examples that highlight your leadership style and how you've successfully managed teams in the past. Think about specific situations where you drove performance or improved team dynamics.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to service desk operations. Practice articulating your thought process for resolving high-priority incidents or improving service delivery. This will demonstrate your problem-solving skills and ability to think on your feet.
✨Build Relationships with Stakeholders
The job emphasises strong stakeholder management. Be prepared to discuss how you've built relationships with internal teams and suppliers in the past. Highlight any successful collaborations that led to improved service outcomes or customer satisfaction.