Overview
IT Service Desk Manager (14-Month FTC mat-cover) – Onsite in London
We’re working with a fast-paced, forward-thinking organisation in London that’s looking for an IT Service Desk Manager to join them on a 14-month maternity cover contract.
Responsibilities
- Lead and manage a team of 10 engineers across 1st line, 2nd line, and deployment functions, ensuring effective service delivery
- Drive SLA performance and ensure incidents are resolved efficiently, maintaining a high-quality support function
- Oversee migrations, acquisitions, and onboarding projects, supporting seamless integration of systems and users
- Provide proactive VIP-level support to senior stakeholders and executives, ensuring their technical needs are met
- Collaborate closely with internal teams including HR, L&D, infrastructure, and cybersecurity as well as external vendors
- Monitor KPIs, analyse team performance, and implement continuous service improvements
What Are We Looking For?
- Proven experience managing an IT Service Desk team within a fast-paced, service-oriented environment
- Strong leadership and people management skills, with the ability to coach, motivate, and develop a young and growing team
- Solid technical understanding of enterprise IT environments, including Windows, iOS, and device management
- Experience using ticketing systems such as Jira Service Management or ServiceNow, with a track record of improving SLA performance
- Familiarity with migrations, acquisitions, and integrations is highly desirable
- Confident communicator with the ability to engage senior stakeholders and provide VIP-level support
Key Technologies
Seniority level
Employment type
Job function
Industries
Chiswick, England, United Kingdom
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