Service Desk Manager

Service Desk Manager – Permanent – Hybrid/London – Up to £70,000 Per Annum

We are looking for a dynamic Service Desk Manager to work for a growing IT consultancy, who for over 12 years have been empowering their employees to provide a world class IT support. You will take charge of an IT Support team of a approx. 10 employees and have the chance to grow/restructure it over time.

Key Responsibilities

• Lead and inspire a team of dedicated IT professionals, fostering a collaborative and customer-centric culture
• Oversee day-to-day Service Desk operations, ensuring timely incident resolution and request handling aligned with ITIL frameworks
• Drive continuous service improvement initiatives, optimizing processes, tools, and technologies for increased efficiency and customer satisfaction
• Manage problem escalation and resolution implementation for seamless operations
• Analyze Service Desk performance metrics and customer feedback to identify trends and implement business improvements
• Collaborate with external partners to maintain high service standards and alignment with organizational values

Qualifications and Skills

• Proven experience as a Service Desk Manager or equivalent leadership role in an IT or Managed Service Provider (MSP) environment
• Strong understanding of IT service management principles and ITIL framework
• Exceptional leadership, people management, and team development abilities
• Unwavering commitment to delivering outstanding customer service
• Solid problem-solving and decision-making capabilities
• Excellent communication and interpersonal skills for engaging with technical and non-technical stakeholders
• Experience with Service Desk software and ITSM tools, preferably ServiceNow Customer Service Management

The Company

A leading IT consultancy dedicated to simplifying complexity through a fresh, transparent approach. Founded in 2012 by infrastructure and network experts frustrated with industry norms, this innovative organization delivers a comprehensive suite of IT services and solutions with a defining difference – frank, open, and honest partnerships that enable clients to gain insights for synergy between operations and strategy.

With an impressive client portfolio spanning SMBs to renowned brands, this ISO 9001 and 27001 certified company boasts a world-class team skilled in designing, implementing, and supporting enterprise-level networks and infrastructure. Guided by robust quality management and information security practices, it fosters strong client relationships built on exceptional service delivery and a commitment to doing things the right way for continued mutual success.