At a Glance
- Tasks: Lead a dynamic IT Service Desk, ensuring top-notch support and service excellence.
- Company: Join a fast-paced, innovative digital environment in London.
- Benefits: Competitive daily rate, hybrid work model, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on continual service improvement.
- Why this job: Make a real impact by enhancing IT support services and user experiences.
- Qualifications: Proven experience in IT Service Desk management and strong leadership skills.
We are seeking an experienced IT Service Desk Manager to lead and develop a high-performing Service Desk function within a fast-paced and innovative digital environment. This is an exciting opportunity for a customer-focused IT leader with strong operational management experience, a passion for service excellence, and a proactive approach to driving continual service improvement.
You will play a key role in ensuring the delivery of efficient, reliable, and customer-centric IT support services across the organisation, while working closely with both technical and business stakeholders to maintain high service standards and an exceptional end-user experience.
Role & Responsibilities
- Lead and manage the IT Service Desk as the central point of contact for all IT support and service requests.
- Oversee day-to-day 1st and 2nd line support operations, ensuring excellent customer service and consistent SLA performance.
- Manage Service Desk analysts and support engineers, including workload allocation, performance management, mentoring, and career development.
- Monitor Service Desk KPIs, trends, and customer satisfaction metrics to drive operational excellence and service improvements.
- Ensure effective incident, request, problem, and escalation management processes are followed in line with ITIL best practices.
- Drive proactive problem management and trend analysis to identify recurring issues and implement preventative solutions.
- Own and optimise Service Management platforms such as ServiceNow and associated support tooling.
- Coordinate and lead Major Incident communications and escalation activities where required.
- Collaborate with infrastructure, application, security, and project teams to improve service stability, availability, and user experience.
- Manage relationships with third-party suppliers and support providers, ensuring agreed service levels and contractual obligations are met.
- Maintain and enhance knowledge management processes, including documentation and self-service support content.
- Support IT service continuity, operational resilience, and disaster recovery activities.
- Ensure operational compliance with internal controls, security standards, and governance requirements.
- Identify opportunities for automation, process optimisation, and service enhancement across the Service Desk function.
- Foster a collaborative, inclusive, and customer-focused team culture.
Skills & Experience
Essential
- Proven experience managing an IT Service Desk or End User Support function.
- Previous people management and team leadership experience within a service-driven environment.
- ITIL Foundation certification or equivalent IT Service Management qualification.
- Strong understanding of ITSM best practices, including Incident, Request, Problem, and Change Management.
- Experience managing and improving Service Level Agreements (SLAs) and operational KPIs.
- Hands-on experience with Service Management platforms such as ServiceNow, Freshservice, TopDesk, or similar.
- Experience working within Agile and/or DevOps environments.
- Familiarity with digital experience monitoring tools such as Nexthink.
- Strong stakeholder management and communication skills across technical and non-technical audiences.
- Experience managing third-party suppliers and outsourced support providers.
- Excellent analytical, organisational, and problem-solving capabilities.
- Budget, resource planning, and operational management experience.
Desirable
- Lean or Continual Service Improvement experience.
- Knowledge of collaboration and workflow platforms such as SharePoint and Confluence.
- IT Asset Management experience.
- Familiarity with Intent-Based Leadership principles.
- Experience driving self-service adoption and support automation initiatives.
IT Service Desk Manager in City of London employer: Intec Select
Join a dynamic and innovative team as an IT Service Desk Manager in London, where you will lead a high-performing service desk in a hybrid work environment. Our company fosters a collaborative culture that prioritises customer satisfaction and continuous improvement, offering ample opportunities for professional growth and development. With a focus on operational excellence and a commitment to employee well-being, we provide a rewarding workplace that empowers you to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, attend meetups, and engage in online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your responses to highlight how your experience aligns with their needs, especially around service excellence and operational management.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've managed teams and improved service delivery. Use metrics to back up your achievements – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Service Desk Manager in City of London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Service Desk Manager role. Highlight your experience in managing service desks and any relevant ITIL certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about service excellence and how you've driven improvements in previous roles. Let us know what makes you the perfect fit for our team.
Showcase Your Leadership Skills:Since this role involves managing a team, be sure to highlight your people management experience. Share examples of how you've mentored team members or improved team performance. We love seeing strong leadership in action!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our awesome team!
How to prepare for a job interview at Intec Select
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially around Incident, Request, Problem, and Change Management. Be ready to discuss how you've applied these principles in your previous roles, as this will show your understanding of best practices in IT Service Management.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing teams and improving service delivery. Think about specific situations where you mentored team members or improved performance metrics, as this will demonstrate your capability to lead a high-performing Service Desk.
✨Familiarise Yourself with Service Management Tools
If you've worked with platforms like ServiceNow or Freshservice, be ready to talk about your hands-on experience. Discuss any specific features you’ve used to enhance service delivery or improve user experience, as this will show your practical knowledge.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific incidents or manage escalations. Think through potential scenarios related to major incidents or service disruptions, and outline your approach to communication and resolution, showcasing your problem-solving skills.
