Context Recruitment
Service Desk Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Service Desk Manager
London (hybrid working)
£65k - £75k
12-month fixed term contract
A well-established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function within a complex, multi-site environment.
Supporting a diverse user base across office, remote, and site locations, you’ll play a pivotal role in delivering a high-quality, customer-focused IT service, ensuring stability, performance, and continuous improvement across the service desk and field support teams.
Key Responsibilities
- Lead and manage the Service Desk and Field Support teams, driving performance, development, and a customer-first culture
- Act as the senior escalation point for major incidents and complex technical issues
- Own end-to-end incident, request, problem, and change management aligned to ITIL best practice
- Oversee ticket queues, workload distribution, SLA/OLA adherence, and ticket quality
- Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadership
- Drive continuous improvement through root cause analysis, gap analysis, and service optimisation initiatives
- Coordinate service desk involvement in projects, rollouts, migrations, and onboarding/offboarding activities
- Work closely with infrastructure, security, applications teams, and third-party suppliers to ensure effective service delivery
- Maintain and improve knowledge management, documentation, and standard operating procedures
- Ensure alignment with governance frameworks (ISO 27001, Cyber Essentials Plus) and internal controls
- Manage supplier relationships and support vendor performance and accountability
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Requirements
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Proven experience managing a Service Desk in a multi-site, complex environment
- Strong leadership experience managing and developing support teams
- Excellent stakeholder engagement and customer service skills
- Strong experience with ITSM tools (ServiceNow essential)
- Solid understanding of ITIL practices (Incident, Problem, Change Management)
- Experience with Microsoft environments (M365, Azure AD / Entra ID, Intune, Windows 10/11, Teams, SharePoint)
- Knowledge of IT asset & service management (ITAM/SAM) principles
- Experience managing third-party suppliers and service performance
- Strong reporting, analytical, and service improvement capability
- Ability to operate in a fast-paced, high-demand environment
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location