IT Service Desk Manager
Posted 6 days ago by Intec Select
£65 Per hour
Inside
Hybrid
City Of London, England, United Kingdom
Summary: The IT Service Desk Manager role involves leading and developing a high-performing Service Desk function in a dynamic digital environment. The position requires a customer-focused leader with operational management experience to ensure efficient IT support services and maintain high service standards. The manager will oversee support operations, drive service improvements, and collaborate with various stakeholders to enhance user experience. This role is critical for maintaining service excellence and operational compliance within the organization.
Key Responsibilities:
- Lead and manage the IT Service Desk as the central point of contact for all IT support and service requests
- Oversee day-to-day 1st and 2nd line support operations, ensuring excellent customer service and consistent SLA performance
- Manage Service Desk analysts and support engineers, including workload allocation, performance management, mentoring, and career development
- Monitor Service Desk KPIs, trends, and customer satisfaction metrics to drive operational excellence and service improvements
- Ensure effective incident, request, problem, and escalation management processes are followed in line with ITIL best practices
- Drive proactive problem management and trend analysis to identify recurring issues and implement preventative solutions
- Own and optimise Service Management platforms such as ServiceNow and associated support tooling
- Coordinate and lead Major Incident communications and escalation activities where required
- Collaborate with infrastructure, application, security, and project teams to improve service stability, availability, and user experience
- Manage relationships with third-party suppliers and support providers, ensuring agreed service levels and contractual obligations are met
- Maintain and enhance knowledge management processes, including documentation and self-service support content
- Support IT service continuity, operational resilience, and disaster recovery activities
- Ensure operational compliance with internal controls, security standards, and governance requirements
- Identify opportunities for automation, process optimisation, and service enhancement across the Service Desk function
- Foster a collaborative, inclusive, and customer-focused team culture
Key Skills:
- Proven experience managing an IT Service Desk or End User Support function
- Previous people management and team leadership experience within a service-driven environment
- ITIL Foundation certification or equivalent IT Service Management qualification
- Strong understanding of ITSM best practices, including Incident, Request, Problem, and Change Management
- Experience managing and improving Service Level Agreements (SLAs) and operational KPIs
- Hands-on experience with Service Management platforms such as ServiceNow, Freshservice, TopDesk, or similar
- Experience working within Agile and/or DevOps environments
- Familiarity with digital experience monitoring tools such as Nexthink
- Strong stakeholder management and communication skills across technical and non-technical audiences
- Experience managing third-party suppliers and outsourced support providers
- Excellent analytical, organisational, and problem-solving capabilities
- Budget, resource planning, and operational management experience
- Lean or Continual Service Improvement experience
- Knowledge of collaboration and workflow platforms such as SharePoint and Confluence
- IT Asset Management experience
- Familiarity with Intent-Based Leadership principles
- Experience driving self-service adoption and support automation initiatives
Salary (Rate): £65.00/hr
City: City Of London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
IT Service Desk Manager London (Hybrid) Contract – 6 months Rate: £450 - £500 PD - Inside IR35
Overview
We are seeking an experienced IT Service Desk Manager to lead and develop a high-performing Service Desk function within a fast-paced and innovative digital environment. This is an exciting opportunity for a customer-focused IT leader with strong operational management experience, a passion for service excellence, and a proactive approach to driving continual service improvement. You will play a key role in ensuring the delivery of efficient, reliable, and customer-centric IT support services across the organisation, while working closely with both technical and business stakeholders to maintain high service standards and an exceptional end-user experience.
Role & Responsibilities
- Lead and manage the IT Service Desk as the central point of contact for all IT support and service requests
- Oversee day-to-day 1st and 2nd line support operations, ensuring excellent customer service and consistent SLA performance
- Manage Service Desk analysts and support engineers, including workload allocation, performance management, mentoring, and career development
- Monitor Service Desk KPIs, trends, and customer satisfaction metrics to drive operational excellence and service improvements
- Ensure effective incident, request, problem, and escalation management processes are followed in line with ITIL best practices
- Drive proactive problem management and trend analysis to identify recurring issues and implement preventative solutions
- Own and optimise Service Management platforms such as ServiceNow and associated support tooling
- Coordinate and lead Major Incident communications and escalation activities where required
- Collaborate with infrastructure, application, security, and project teams to improve service stability, availability, and user experience
- Manage relationships with third-party suppliers and support providers, ensuring agreed service levels and contractual obligations are met
- Maintain and enhance knowledge management processes, including documentation and self-service support content
- Support IT service continuity, operational resilience, and disaster recovery activities
- Ensure operational compliance with internal controls, security standards, and governance requirements
- Identify opportunities for automation, process optimisation, and service enhancement across the Service Desk function
- Foster a collaborative, inclusive, and customer-focused team culture
Skills & Experience
Essential
- Proven experience managing an IT Service Desk or End User Support function
- Previous people management and team leadership experience within a service-driven environment
- ITIL Foundation certification or equivalent IT Service Management qualification
- Strong understanding of ITSM best practices, including Incident, Request, Problem, and Change Management
- Experience managing and improving Service Level Agreements (SLAs) and operational KPIs
- Hands-on experience with Service Management platforms such as ServiceNow, Freshservice, TopDesk, or similar
- Experience working within Agile and/or DevOps environments
- Familiarity with digital experience monitoring tools such as Nexthink
- Strong stakeholder management and communication skills across technical and non-technical audiences
- Experience managing third-party suppliers and outsourced support providers
- Excellent analytical, organisational, and problem-solving capabilities
- Budget, resource planning, and operational management experience
Desirable
- Lean or Continual Service Improvement experience
- Knowledge of collaboration and workflow platforms such as SharePoint and Confluence
- IT Asset Management experience
- Familiarity with Intent-Based Leadership principles
- Experience driving self-service adoption and support automation initiatives