Service Desk & Support Manager
London – Hybrid (4 DPW for 6 months, then 3 DPW in office)
Salary starts at £70,000
Benefits include: 28 days' holiday, a 10% pension up to a cap, breakfast and lunch when working in the office and a comprehensive suite of company benefits.
VIQU has partnered with a leading financial services organisation who are seeking a Service Desk & Support Manager to lead and develop its internal IT Support function. This is a key leadership focused on transforming an established, technically capable Service Desk, improving how the team operates and creating a more structured, data-led service. The Service Desk & Support Manager will focus on people development, performance, resource planning and continual improvement, using service data to identify trends, reduce escalations and drive opportunities for automation and process optimisation. This is not a hands-on ticket resolution role; they need a technically credible leader who can challenge, mentor and get the best out of an experienced support team. The role might also require occasional travel to European offices.
Key Responsibilities of the Service Desk & Support Manager:
- Lead, mentor, coach and develop the IT Service Desk team
- Improve service performance using ticketing data, KPIs, SLAs and trend analysis
- Strengthen resource planning and service coverage across locations
- Oversee incident, problem, request and knowledge management
- Reduce recurring issues through root-cause analysis
- Drive automation, self-service and process optimisation
- Improve user satisfaction and overall service quality
- Produce service performance reporting and management information
- Track service trends, risks and improvement initiatives
- Build strong stakeholder relationships across the business
- Support change management, audit, compliance and operational governance
Key Requirements of the Service Desk & Support Manager:
- Proven experience managing and developing an IT Service Desk or IT Support team
- Strong coaching and mentoring skills, with the ability to lead a technically capable support team
- Good knowledge of ITSM principles, ideally supported by ITIL certification
- Strong experience using service desk data, KPIs and SLAs to drive performance and continuous improvement
- Good technical understanding of Microsoft 365, Azure and endpoint management environments
- Experience with ITSM/ticketing platforms such as Freshservice, ServiceNow or Jira Service Management
- Strong stakeholder management, communication and problem-solving skills
- Experience managing incidents, escalations and operational service delivery
- Financial services, regulated-sector or multi-site/international support experience would be advantageous
Apply now to speak with VIQU IT in confidence, or contact Harjot Singh on the VIQU website. Know someone great? Refer them and receive up to £1,000 if successful (terms apply). For more roles, follow @VIQU IT Recruitment on LinkedIn.
Service Desk & Support Manager in London employer: VIQU IT Recruitment Careers
As an Azure Platform Engineer with us, you'll join a forward-thinking team that values innovation and collaboration in a fully remote environment. We offer competitive compensation, flexible working hours, and opportunities for professional development, ensuring you can grow your skills while contributing to exciting projects in cloud technology. Our inclusive work culture fosters creativity and encourages employees to take ownership of their work, making it a truly rewarding place to advance your career.
Contact Details:
VIQU IT Recruitment Careers Recruitment Team
