IT Service Desk Manager - £55,000

Location South East London
Discipline: Infrastructure
Job type: Permanent
Salary: £55,000
Contact email: seth@exalto-consulting.com
Job ref: 664174
Published: about 1 month ago
Service Desk Manager
£55,000 per year
Surrey

We’re looking for a Service Desk Manager to lead and manage a global IT service desk, ensuring exceptional support for our teams around the world. In this role, you’ll oversee a diverse team of analysts, drive service excellence, and implement ITIL best practices to optimize operations.

  
Key Responsibilities:
  • Lead and mentor a global team of service desk analysts, ensuring 24x7 support across time zones.
  • Implement ITIL best practices to improve service delivery and resolve issues within SLAs.
  • Manage escalations, provide performance reports, and suggest process improvements.
  • Oversee the Joiners, Movers, Leavers (JML) process and support capacity planning.
  • Conduct performance reviews and foster team development.

Skills & Experience:
  • 5+ years in a similar IT service desk or support management role.
  • Strong knowledge of ITIL and ITSM tools.
  • Proficiency in Microsoft 365 and Microsoft Intune.
  • Experience with Windows Server and Active Directory.
  • Degree-level education or equivalent.

Desirable:
  • Experience with Jira Service Management and Follow the Sun support models.
  • ITIL v4 Foundation certification.

Personal Attributes:
  • Excellent communication skills and a proactive, solution-oriented approach.
  • Ability to work independently and lead a remote, global team.
  • Strong problem-solving and leadership skills.

If this position is of interest and you fit the above criteria, don’t hesitate to reach out!