Service Desk Manager required by a leading Finance and Private Banking firm based in the City of London, a short walk from banks and Liverpool Street, paying up to £50k plus bonus of up to 15%. Hybrid, 4 days a week in the office. You will manage a team of two Service Desk Engineers, with a new Entry Level Service Desk Analyst to bring on board and develop. This is a genuine hands on leadership role for someone who wants to own the service desk and shape how it runs.
If you have experience with Zscaler, that would be a real advantage, but not essential
The Role
As Service Desk Manager, you will run the day to day service desk while staying close to the technical work. You will be the final escalation point for BAU issues and the main contact for third party vendors.
You will also help build the service itself, from how tickets are handled and measured to bringing a new junior team member online. Current hours are 9 to 5, with a shift pattern possibly introduced as the team grows.
Key Responsibilities
- Leadership: Manage two Service Desk Engineers, covering workloads, ticket allocation and performance, and help recruit and onboard a new Entry Level Analyst.
- ITSM: Manage and improve the ITSM ticketing system, ensuring SLAs are met and adhered to.
- Escalation: Act as the final escalation point for complex incidents and day to day BAU support.
- Vendor Management: Work with third party vendors to resolve daily BAU issues.
- Hands on Support: Provide strong on premise support alongside the team.
Tech Stack and Experience Required:
- Leadership: Proven experience managing a small service desk team in a structured environment.
- ITSM: Hands on experience managing a ticketing system and ensuring SLA adherence. Experience of setting one up is a real plus.
- Core Microsoft: Active Directory, Office 365 administration and MDM through Intune.
- Security: Zscaler experience would be a major advantage.
- Environment: Background in a structured, professional environment, ideally finance, banking or professional services.
- Soft Skills: Calm, organised and confident dealing with senior users and suppliers.
Desired Skills and Experience
- IT Hardware Engineer
- IT Procurement
- IT Logistics
- IT Support
- Service Desk
- Windows
- Apple iOS
- Service Now
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Service Desk Manager - Small Team of 3; Bank EC3, 50k in City of London employer: Langley James HR & IT Recruitment
Join a highly respected professional services firm in Manchester as a 2nd Line Support Engineer, where you will thrive in a collaborative and modern workplace that values your contributions. With a strong focus on employee growth, you will have the opportunity to learn from experienced engineers while providing hands-on support to users, fostering meaningful relationships across the business. Enjoy competitive pay, a performance-related bonus, and the chance to be part of a close-knit team dedicated to exceptional service delivery.
Contact Details:
Langley James HR & IT Recruitment Recruitment Team
