IT Service Desk Manager

The Picture Production Company is a leading International Creative Production agency that combines a dedicated award-winning creative team with unparalleled production facilities – working across the Film and Entertainment industries. With offices in London and LA, we offer a full agency cross-platform service that delivers on brief, on budget, and on schedule – our commitment, our passion, and our attention to detail can be seen on-screen in each and every job we do.

About the Role

We are looking for an experienced and proactive IT Service Desk Manager to join our team and lead the day‑to‑day operations of our internal IT support environment. The IT Service Desk Manager will be responsible for overseeing PPC’s London-based IT support desk operations, ensuring exceptional service delivery to staff across the business. This role also manages PPC’s MAM (Media Asset Management) support desk, ensuring smooth operation and timely resolution of MAM-related technical issues. In addition to managing support functions, the successful candidate will assist with procurement, software licence management, contract renewals, and contribute to project management activities across the Technology team. This is an ideal role for someone interested in developing project management skills, with a service-first mindset and an enthusiasm for technology-driven media workflows within a creative production environment. The role would particularly suit someone looking to take the first step into a management-focused career path.

Key Responsibilities

• Service Desk Management
  • Manage the day-to-day operations of the IT support desk for PPC’s London office
  • Prioritise, track, and resolve incidents and service requests using established ITSM processes
  • Maintain high levels of customer service, ensuring timely support and effective communication
  • Develop and maintain documentation, knowledge base articles, and standard operating procedures
  • Monitor KPI/SLA performance and produce monthly service desk reporting.
• Media Asset Management System Support
  • Oversee PPC’s internal support desk for our MAM users, coordinating issue resolution and escalating to internal engineering teams when required.
  • Maintain a working understanding of workflows, and integrations.
• Project Support
  • Assist the Technical Operations and Engineering teams with technology projects, deployments, and system upgrades.
  • Contribute to project planning, task coordination, testing, documentation, and rollout activities.
  • Maintain an interest and growing competency in project management methodologies.
• Procurement & Licence Management
  • Support purchasing activities including hardware, software, and services procurement.
  • Manage software licences, renewals, and subscription inventories, ensuring compliance and cost‑effectiveness.
  • Liaise with vendors to ensure competitive pricing, timely renewals, and strong working relationships.

Key Skills and Requirements

• Previous experience in an IT service desk management role.
• Strong understanding of IT support processes, ITSM systems, and ticket management workflows.
• Excellent communication skills with a customer‑focused approach.
• Solid troubleshooting abilities across Windows, macOS, networking fundamentals, and common business applications.
• Ability to work in a fast‑paced, creative business environment.
• Experience working in a media, post‑production, or entertainment environment.
• Basic grounding or interest in project management (Agile, PRINCE2, or similar beneficial).
• Experience working with Jira and Confluence.
• Knowledge of Azure AD, Microsoft 365 administration, JAMF or Kandji, Intune, or other device management platforms.
• Understanding of procurement workflows and vendor management.
• Experience supporting or managing MAM or media workflow platforms.
• ITIL, ITSM, CompTIA+ certification(s).

The duties and responsibilities outlined above are intended to provide an overview of the role. The company reserves the right to amend or adjust these duties as necessary to meet the needs of the business. If you meet the above requirements and are looking to take the next step in your career, please apply now with your CV.