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Service Desk Manager

  • Location:


  • Sector:

    Cloud, Infrastructure and Services

  • Job type:


  • Job functions:

    IT Service Management

  • Salary:

    £65000 - £75000 per annum + bonus + benefits

  • Contact:

    Lewis Vyse

  • Contact email:

  • Job ref:


  • Published:

    24 days ago

  • Expiry date:


  • Startdate:


Reporting to the Director of ITSM, you will be a company aiming to double in size over the next 2 years, in a newly established role and function.

You will be responsible for the entirely outsourced Service Desk. You will need to be extremely confident managing 3rd party vendors and service providers, in line with business needs. You will also manage a small outsourced Infra team.

Location: London, Mayfair (Once per week)

Remuneration: up to £75,000 + 10% bonus + package.

Your role as Service Desk Manager

  • Ensure that vendor managed and insourced Service Desks are meeting the needs of the business and delivering against contractual obligations
  • Actively look to create and enhance value delivered by the Service Desks through process improvement and technology adoption
  • Create and maintain reporting frameworks that demonstrate the alignment of the Service Desks to the needs of the business
  • Drive a can-do culture of service quality and creativity whilst ensuring the provision of the right level of service at the right cost
  • Accountability for the performance of third party vendors and service provider

In order to be successful as Service Desk Manager

  • Ideally 5 years' experience managing and developing a Service Desk management function
  • Experience managing vendors and providers of externalised services (including outsourced Service Desks)
  • Experience driving significant change in an organization
  • Global experience (ideally US) is desireable.
  • ITIL v3 / v4 is desirable

If this sounds like you, please do get in touch.