At a Glance
- Tasks: Lead and motivate a team of Service Desk Analysts while managing daily operations.
- Company: Join a major international professional services organisation with a focus on growth.
- Benefits: Competitive salary, hybrid working, and opportunities for personal development.
- Other info: Inclusive workplace that values diversity and offers excellent career progression.
- Why this job: Make a real impact by improving service performance in a dynamic environment.
- Qualifications: Experience in leading IT Service Desk teams and strong people management skills.
The predicted salary is between 70000 - 70000 £ per year.
Are you an experienced Service Desk leader who enjoys getting the best out of people, improving service performance and keeping a busy support operation running smoothly? We are recruiting for a Service Desk Manager / Supervisor to join a major international professional services organisation on an initial 6-month fixed-term contract. The position has arisen following significant organisational growth and will take ownership of the day-to-day Service Desk operation during a busy period of change.
Role:
- £50,000 to £70,000 per annum (DOE)
- 6-month fixed-term contract
- Chancery Lane, London
- Hybrid working, 3 days in the office and 2 days remotely
- Monday to Friday, 9:30am to 5:30pm
- Managing a team of approximately 14 across two offices
- Predominantly a people and operational management position rather than a hands-on technical support role
What you'll be doing:
- Lead, coach and motivate a team of Service Desk Analysts across two locations
- Run regular 1-2-1s and support individual development
- Manage rotas, attendance, resource allocation and team coverage
- Oversee daily Service Desk operations and ticket queues
- Act as an escalation point for high-priority incidents and operational issues
- Monitor SLAs, KPIs, customer satisfaction, backlog, response times and team productivity
- Produce operational reporting and identify service improvement opportunities
- Oversee joiner, mover and leaver processes, including access and hardware provisioning
- Improve processes, procedures and knowledge-base content
- Promote ITIL best practice and identify opportunities for automation and optimisation
What we're looking for:
- Previous experience leading or supervising an IT Service Desk
- Strong people management skills, ideally managing a sizeable support team
- Experience managing performance through SLAs and KPIs
- Strong understanding of ITSM and ITIL environments
- Experience managing ticket queues, workloads and escalations
- Knowledge of ServiceNow or a comparable service management platform
- Excellent stakeholder management and communication skills
- A proactive, organised approach with the ability to maintain high service standards during periods of change and growth
This would particularly suit someone currently working as a Service Desk Manager, IT Support Manager, Service Desk Team Lead or Service Delivery Manager who wants a management-focused role within a large, international professional environment.
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds.
Service Desk Manager / Supervisor in London employer: Picture More Ltd
Join a well-established professional services firm that values innovation and collaboration, offering a dynamic work culture where your contributions directly impact global security operations. With competitive salaries and opportunities for professional growth, including hands-on experience in cyber security operations, this role provides a unique chance to advance your career while working remotely from London. Enjoy the benefits of a supportive team environment and the ability to influence security practices across a diverse technology landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager / Supervisor in London
✨Get Involved in Tech Meetups
If you're looking for a temporary gig in IT consulting, tech meetups can be a goldmine. They’re perfect for meeting potential employers and showcasing your skills in person. Don't just show up—share your ideas and engage in discussions. That's how we can make ourselves memorable!
✨Leverage Your University’s Resources
University career services are often buzzing with opportunities tailored for temporary roles in IT consulting. Go to workshops, job fairs, and networking events. It's a chance to connect with employers who are eager to find fresh talent like us, so don’t let it slip away!
✨Show Your Skills with Micro-Projects
Create mini-projects or case studies that demonstrate your problem-solving skills or innovative solutions in IT. Sharing these on platforms like GitHub or personal blogs can showcase your abilities when connecting with potential employers or during interviews. Trust us, it makes a strong impression!
✨Apply Directly through Our Website
When you spot an opening at Picture More Ltd that excites you, don’t miss out on applying through our website directly. You won't just stand out in a sea of applicants; you’ll show that you’re proactively interested in their work. Plus, it's always good to simplify the process as much as possible!
We think you need these skills to ace Service Desk Manager / Supervisor in London
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at Picture More Ltd, it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at Picture More Ltd can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at Picture More Ltd will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at Picture More Ltd
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at Picture More Ltd. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at Picture More Ltd.
