Service Desk Manager
Posted Today by Context Recruitment
£80 Per hour
Outside
Undetermined
London Area, United Kingdom
Summary: The Service Desk Manager role is focused on leading the IT support function within a high-growth engineering organization. The position entails managing service desk performance, ensuring high-quality support delivery, and acting as the key escalation point for service-related issues across multiple sites. The role requires strong leadership and stakeholder engagement skills to drive continuous improvement in service management processes. This is a 6-month initial contract offering a competitive daily rate.
Key Responsibilities:
- Lead and develop the Service Desk team, promoting a customer-focused culture
- Manage service desk performance, workloads, KPIs and service levels
- Act as the escalation point for major incidents and service issues
- Drive improvements across incident, request and problem management processes
- Produce regular service reporting and performance metrics for stakeholders
- Coordinate support activities across operational sites and corporate functions
- Manage relationships with third-party suppliers and support partners
- Ensure service documentation, knowledge articles and operational procedures remain current
Key Skills:
- Proven experience managing an IT Service Desk within a complex, multi-site environment
- Strong leadership and people management skills
- Experience managing service performance, SLAs and operational reporting
- Excellent stakeholder engagement and communication skills
- Strong understanding of IT service management best practices
- Experience working with service management tools and supplier-led environments
- Ideally have experience within rail, transport, infrastructure or other operationally critical industries
- Exposure to service transition, operational change or technology improvement initiatives
Salary (Rate): £80.00/hr
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Service Desk Manager
London
£550–£600 per day (outside IR35)
6 month initial contract
A leading, high growth (8-10 acquisitions per year), organisation within the engineering sector is seeking an experienced Service Desk Manager to lead its IT support function across a multi-site operational environment. This role will be responsible for ensuring the delivery of a high-quality support service, managing service desk performance, driving continuous improvement and acting as the key escalation point for service-related issues.
Key Responsibilities
- Lead and develop the Service Desk team, promoting a customer-focused culture
- Manage service desk performance, workloads, KPIs and service levels
- Act as the escalation point for major incidents and service issues
- Drive improvements across incident, request and problem management processes
- Produce regular service reporting and performance metrics for stakeholders
- Coordinate support activities across operational sites and corporate functions
- Manage relationships with third-party suppliers and support partners
- Ensure service documentation, knowledge articles and operational procedures remain current
Experience Required
- Proven experience managing an IT Service Desk within a complex, multi-site environment
- Strong leadership and people management skills
- Experience managing service performance, SLAs and operational reporting
- Excellent stakeholder engagement and communication skills
- Strong understanding of IT service management best practices
- Experience working with service management tools and supplier-led environments
- Ideally have experience within rail, transport, infrastructure or other operationally critical industries
- Exposure to service transition, operational change or technology improvement initiatives
This is an excellent opportunity to join an extremely high growth organisation and play a key role in delivering reliable technology support services across a critical operational environment.