Interim Head of Service Desk - London
Posted 7 days ago by McCabe & Barton
Negotiable
Undetermined
Undetermined
London, UK
Summary: The Interim Head of Service Desk role involves overseeing a busy IT service management function for a leading financial services client in London. This position requires strong leadership and ITIL expertise to ensure the team meets performance metrics and delivers on business-as-usual and project commitments. The role is initially for a 3-month contract, focusing on enhancing service management processes and team development.
Key Responsibilities:
- Ensure staff are exceeding expectations and meeting defined metrics and objectives.
- Ensure that the team is delivering BAU and project commitments.
- Train, coach, develop and mentor staff.
- Overall responsibility for 1st/2nd line support operations.
- Implement a robust service management structure and service catalogue processes.
- Reporting and presenting at technology and business forums.
Key Skills:
- Experience of supervising and managing a busy IT Service management function.
- Strong ITIL methodologies (Incident, Problem and Change management).
- Excellent leadership skills to motivate and move the team forward.
- Strong Excel skills for reporting purposes.
- Agile/Scrum practices would be useful.
- Experience working in a customer-facing role.
- 3rd Party service provider management experience.
- Demonstrable experience of managing a function that provides end user support in a financial services environment.
- Experience providing resource for and working within a structured change management environment for project delivery.
- Experience defining and establishing service management workflows and processes aligned with the ITIL framework.
- Windows 10/11, MS O365, MS Copilot and Active Directory knowledge.
- Understanding of security platforms, strong Firewall experience.
- Good technical knowledge of Intune, AD, Azure, Compute, Storage and Networking.
Salary (Rate): £720 daily
City: London
Country: UK
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Interim Head of Service Desk - London
A leading financial services client is currently looking for an Interim Head of Service Desk for an initial 3-month contract position.
Skills and Qualifications:
Experience of supervising and managing a busy IT Service management function
Strong ITIL methodologies(Incident, Problem and Change management)
Excellent leadership skills to motivate and move the team forward
Strong Excel skills for reporting purposes
Agile/Scrum practices would be useful
Experience working in a customer facing role
3rd Party service provider management experience
Demonstrable experience of managing a function that provides end user support in a financial services environment
Experience providing resource for and working within a structured change management environment for project delivery
Experience defining and establishing service management workflows and processes aligned with the ITIL framework
Windows 10/11, MS O365, MS Copilot and Active Directory knowledge
Understanding of security platforms, strong Firewall experience
Good technical knowledge of Intune, AD, Azure, Compute, Storage and Networking
Duties and Responsibilities:
Ensure staff are exceeding expectation and are meeting defined metrics and or objectives that you have set
Ensure that the team is delivering BAU and project commitments
Train, coach, develop and mentor staff
Overall responsibility for 1st/2nd line support operations
Implementing a robust service management structure and service catalogue processes
Reporting and presenting at technology and business forums
If you have a Career history in delivering good quality service management and excellent leadership skills, please do reply with your CV in the first instance.