LT Harper Recruitment Group
IT Service Desk Manager
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IT Service Desk Manager
London | £85,000 - £100,000 | Permanent | Initially 4 days per week in the office
Are you an experienced IT Service Desk Manager who enjoys developing people, improving processes and turning a service desk into a high-performing function?
We’re working with a growing business that is looking for an experienced IT leader to take ownership of its internal service desk and help shape the next stage of its development.
This is a great opportunity for someone who has already led a service desk for several years and is ready to take on a role where they can make a visible impact across both the team and the wider business.
The Role
The business has a strong technical team in place, but the service desk now needs greater structure, leadership and direction.
- You’ll take responsibility for the internal IT service desk, leading a team of around 4 permanent employees, with the wider function flexing to approximately 6 people when required.
- You’ll be responsible for making the service desk more proactive, structured and data-driven, while developing the people within it and ensuring the business receives a consistently high level of IT support.
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What You'll Be Doing
- Lead, manage and develop the internal IT service desk team.
- Coach, mentor and motivate team members, creating a positive and high-performing environment. This will be key.
- Improve service desk processes, documentation and ways of working.
- Identify skills gaps and put effective training and development plans in place.
- Take ownership of the service desk platform, Freshservice, and ensure it is being used effectively.
- Improve ticket categorisation, reporting and management information.
- Use service desk data and metrics to identify trends, recurring issues and resource requirements.
- Develop a more proactive approach to service delivery rather than simply reacting to tickets.
- Assess team capacity and identify where additional resource or skills may be required as the business grows.
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What you’ll need:
- Proven Experience leading an IT Service Desk, IT Support
- Strong understanding of IT Service Management principles and best practices.
- Experience managing incidents, escalations, and operational service delivery.
- Excellent stakeholder management and comms – you’re here to help and support the business!
- Strong analytical and problem-solving skills – you can use the data to understand what actions need attention.
- Experience in a Microsoft-centric technology environment
Apply now, or reach out to r.kelly@ltharper.com for more information.
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