Service Desk Manager

A rapidly growing Managed Service Provider are looking for an experienced Service Desk Manager to help manage the service desk team in their London Bridge offices. This role would require the chosen candidate to be on-site 3 days per week.

You will be responsible for managing and overseeing the 24/7/365 service desk team providing an internal IT department for various clients. You will be driving a culture of service excellence, continuous improvement and delighting customers.

In this role, you will also be responsible for the line management of technical and team lead staff members, including 1-2-1’s, annual reviews, development and succession planning. You will create and report on and improve key service desk performance metrics and ensure KPIs set for technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores.

The ideal candidate will possess strong leadership skills and have experience with recruiting and managing technical staff from a variety of disciplines to produce results in a timely and efficient manner. You will be required to develop efficient strategies, tactics and measures to achieve service excellence.

The successful candidate will have exceptional stakeholder management abilities and will be able to manage a busy workload which may require the delegation of shifting priorities. You will be decisive with a pragmatic approach and have exceptional written and verbal communication skills as well as excellent report-writing skills. You will also have a good understanding of ITIL and the ability to apply methods which improve the services delivered to customers and improve the working environment of the engineering team.

This is an excellent opportunity for an accomplished Service Desk Manager to join a growing business that offers an attractive benefits package and a clearly defined career path.

London - Central
IT Management
Contact Name:
Lucy McPherson

Latest IT Management Jobs

Head of IT

Sussex / £70,000

A well-established business is looking for a Head of IT to join their organisation based onsite in their office in East Sussex. Within this role of significant responsibility, you will manage a small high functioning technical team, and will provide strategic leadership to ensure the IT strategy and systems are developed, maintained, implemented and continuously...

Read more

Infrastructure Engineer - Hybrid Working - £55,000pa

London - Central / £55,000pa

A not-for-profit housing association based in Central London are looking for an Infrastructure Engineer to join the team.  This role offers hybrid working and an amazing benefits package which includes 27 days annual leave + bank holidays + office closure between Christmas and New Year, flexible working, pension scheme, private medical and life insurance cover, eye care,...

Read more

Programme Team Lead

London - Central / £78000

My client are looking for a Programme Management Team Lead to manage a newly formed team of technical Programme Managers. The team will lead on providing technical programme management for Innovate UK funded projects and support effective project planning through cross-functional collaboration. The role will ensure that the team is working closely with Project Managers...

Read more
View more

Exclusive roles, straight to your inbox

Not all our jobs make it online. Sign up for Job Alerts and receive our best roles first.