Service Desk & Support ManagerLondon – Hybrid (4 DPW for 6 months, then 3 DPW in office)Salary starts at 70,000Benefits 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 teamImprove service performance using ticketing data, KPIs, SLAs and trend analysisStrengthen resource planning and service coverage across locationsOversee incident, problem, request and knowledge managementReduce recurring issues through root-cause analysisDrive automation, self-service and process optimisationImprove user satisfaction and overall service qualityProduce service performance reporting and management informationTrack service trends, risks and improvement initiativesBuild strong stakeholder relationships across the businessSupport change management, audit, compliance and operational governanceKey Requirements of the Service Desk & Support Manager: Proven experience managing and developing an IT Service Desk or IT Support teamStrong coaching and mentoring skills, with the ability to lead a technically capable support teamGood knowledge of ITSM principles, ideally supported by ITIL certificationStrong experience using service desk data, KPIs and SLAs to drive performance and continuous improvementGood technical understanding of Microsoft 365, Azure and endpoint management environmentsExperience with ITSM/ticketing platforms such as Freshservice, ServiceNow or Jira Service ManagementStrong stakeholder management, communication and problem-solving skillsExperience managing incidents, escalations and operational service deliveryFinancial services, regulated-sector or multi-site/international support experience would be advantageousApply 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 Limited
Join a leading Investment Banking firm in London, where you will thrive in a dynamic hybrid work environment that fosters innovation and collaboration. With a strong emphasis on employee growth, you will have access to continuous learning opportunities and the chance to work on complex projects that make a real impact in the financial sector. Our inclusive work culture values your contributions and encourages you to take ownership of your projects, ensuring a rewarding and meaningful career path.
