IT Service Desk Manager

IT Service Desk Manager Location: Central London – Minimum 4 days onsite per week Contract: 3-Month Fixed Term Contract (FTC) – Potential to go permanent Salary: Up to £55,000 (FTC, pro rata) Start Date: ASAP Interview Process: 1-stage interview Endeavour Recruitment, in partnership with our client in the housing sector based in Central London, is actively seeking an experienced IT Service Desk Manager to join their team. This is a key leadership position replacing a departing team member, offered on an initial 3-month FTC with strong potential for a permanent position. Role Overview: You’ll manage a team of approximately 9 IT support professionals, ensuring efficient and customer-focused delivery of IT services across the organisation. This is a hands-on management role requiring a proactive approach, technical understanding, and the ability to lead a busy, multi-disciplinary support team. Key Responsibilities: Lead and manage day-to-day operations of the IT Service Desk Ensure prompt, high-quality resolution of incidents, service requests, and technical queries Monitor and report on SLAs, KPIs, and team performance Provide coaching, mentoring, and performance reviews for team members Drive improvements in processes, knowledge management, and customer experience Manage escalations effectively and ensure root cause analysis is conducted Maintain and improve ITSM tools and documentation (primarily ServiceNow) Collaborate with infrastructure, applications, and project teams Manage relationships with external vendors and internal stakeholders Required Skills & Experience: Proven experience as an IT Service Desk Manager, IT Support Manager, or similar role Strong experience with ITSM tools – particularly ServiceNow Solid knowledge of the Microsoft technology stack, including: Office 365, Teams, Outlook, Windows 10/11, Active Directory, Exchange Excellent understanding of ITIL processes, particularly Incident, Request, and Problem Management Familiar with remote desktop tools, endpoint management, and ticketing systems Strong leadership skills – able to motivate, support, and develop high-performing teams Clear, confident communication and stakeholder management skills Analytical and organised, with the ability to work under pressure and prioritise effectively Strong focus on customer service and user satisfaction Ability to document procedures and create training or support materials Desirable (Not Essential): ITIL Foundation or similar IT service management certification Previous experience working in the housing, public, or non-profit sector