Service Desk Manager - London

My client are looking for a Service Desk Manager to join their team. This role is responsible for the day-to-day running of the IT Service Desk, acting as a conduit between the company and client as well as an escalation point for all staff on IT support matters. 
- Take ownership of the service by acting as the client's first point of contact for operational matters.
- Ensure that contracted service are delivered and monitored, in particular that the service levels and performance indicators are met.
- Day-to-day management of support technicians inc. managing and maintaining shift rota and annual leave requests. 
- Coordination/oversight of ticket escalation between the Service Desk and Customer technical resolver groups. 
- Problem and incident management coordination. 
- Ensure that all services provided are thoroughly documented, audited, and regularly improved upon. 
- Creation and presentation of monthly reporting pack. 
- Supply customers with data for their monthly dashboard. 
- Strong Analytical skills 
- Experience actively monitoring service levels.
- Vendor Management experience. 
- Skills in managing a shift rota.


London - Central
IT Management
Contact Name:
Ellie Sayer

Latest IT Management Jobs

MS Dynamics 365 HR Consultant (Remote)

Home-Based / £80,000

A leading global insurance company is looking for a Dynamics 365 Analyst. This role can be fully remote with the expectation that you can once a month visit either their London or Birmingham offices.   *Please note this role is starting as a 6 month fixed term contract but there is potential for it to turn...

Read more

Junior Data Analyst

London - South / £35,000

Junior Data Analyst SE London, London Bridge SQL, Access, Excel  A fantastic opportunity has arisen for a recent graduate with SQL and Access skills to join a fast growing business based in London Bride as a Junior Data Analyst.  This Junior Data Analyst role would be suit a recent Computer Science or IT graduate with...

Read more

ERP Systems Manager

London - West / £60,000

A leading transport company are looking for an experienced IS Project Manager to join their IT team based in Chiswick, West London.    To be suitable for this role you will need to have a good background in Finance and ERP system implementations and project management as well as leading teams and being responsible for internal...

Read 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.