IT Service Desk Manager.

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.

You'll lead a team of 10 engineers across 1st and 2nd line support, driving SLA performance, supporting VIP stakeholders, and overseeing migrations, acquisitions, and on-boarding projects. It's a hands-on leadership role with a strong balance of people management and technical oversight.

Role 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 on-boarding 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 integration's is highly desirable
• Confident communicator with the ability to engage senior stakeholders and provide VIP-level support

Key Technologies

• Jira Service Management & ServiceNow
• Microsoft 365 Suite
• Windows 11 environment
• Up-to-date iOS & macOS device management
• Azure AD & Intune
• SCCM