IT & Software

Service Desk & Support Manager

VIQU Limited

London · Greater London · United Kingdom

Overview

In this leadership role, you will shape and elevate an established IT Service Desk by embedding a data-led, process-driven approach. You will mentor a technically capable team, manage performance and resource planning, and partner with stakeholders to improve service quality across locations. You will lead initiatives on automation, self-service, and continuous improvement while ensuring governance, incident handling, and user satisfaction. This position offers strategic impact in a multinational, regulated environment through people development and process optimisation.

Pay / Benefits
  • 28 days' holiday
  • 10% pension up to a cap
  • breakfast and lunch when working in the office
  • comprehensive suite of company benefits
Responsibilities
  • Lead, mentor, coach and develop the IT Service Desk team
  • Improve service performance using ticketing data, KPIs, SLAs and trend analysis
  • Strengthen resource planning and service coverage across locations
  • Oversee incident, problem, request and knowledge management
  • Reduce recurring issues through root-cause analysis
  • Drive automation, self-service and process optimisation
  • Improve user satisfaction and overall service quality
  • Produce service performance reporting and management information
  • Track service trends, risks and improvement initiatives
  • Build strong stakeholder relationships across the business
  • Support change management, audit, compliance and operational governance
Key requirements
  • Proven experience managing and developing an IT Service Desk or IT Support team
  • Strong coaching and mentoring skills, with the ability to lead a technically capable support team
  • Good knowledge of ITSM principles, ideally ITIL certified
  • Strong experience using service desk data, KPIs and SLAs to drive performance and continuous improvement
  • Good technical understanding of Microsoft 365, Azure and endpoint management environments
  • Experience with ITSM/ticketing platforms such as Freshservice, ServiceNow or Jira Service Management
  • Strong stakeholder management, communication and problem-solving skills
  • Experience managing incidents, escalations and operational service delivery
  • Financial services, regulated-sector or multi-site/international support experience would be advantageous
  • coaching and mentoring
  • stakeholder management
  • problem-solving
  • ITSM principles
  • ITIL
  • Microsoft 365

Reference: WJ-747_30170777

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