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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