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Our client, a prestigious global enterprise has an opening for a London based Service Desk Manager to manage a team of support engineers to provide IT support to the business in their UK, Europe & IMEA offices.

The role requires a good level of hands-on technical understanding to help mentor, inspire and develop the team within their roles and increase their capabilities whilst contributing to the overall service strategy.

Responsibilities:

* Day to day hands on management of the London based service team.

* Ensuring all requests are responded to within a timely manner and resolved with a high level of quality.

* Senior stakeholder management.

* Helping to align the service desk towards ITIL.

* Reporting and improvement of team SLA's and metrics.

* Overseeing the JML process for successful onboarding of all new employees.

* The appraisal, mentoring and development of the service team members.

* Management and improvement of key service processes to raise our standards.

* Supplier management with our 3rd party suppliers and partners.

* Contribution to the development of our overall service strategy.

Skills & Experience Required:

* Excellent management and communication skills…

* Previous experience in a Service Desk Managers role.

* Excellent understanding of ITIL with knowledge to implement.

* Technical knowledge of Microsoft O365 technologies including Entra ID.

* Technical knowledge of Microsoft Azure and Intune.

* Previous experience working with audio and video conferencing tools such as Zoom and MS Teams.

* Good understanding of security threats and principles.

* Vendor and supplier management