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Service Desk Manager

Service Desk Manager - 3 months initial - London based (Hybrid working) - £450 to £550 per day - Inside IR35 - Professional Services

This contract presents an opportunity for a Service Desk Manager to join a London based strategic advisory firm, operating in an inclusive & supportive environment. The Service Desk Manager will provide strong leadership to the support teams & will be responsible for making sure the teams are providing a high level of service to the wider business.

Key Responsibilities:

  • Day to day hands on management of London based service teams
  • Making sure all requests are responded to within a timely manner and resolved with a high level of quality
  • Helping to align the service desk with ITIL
  • 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 and raising of our standards
  • Reporting on the performance of the service teams and providing metrics
  • Managing and organising equipment in line with our asset management processes
  • Supplier management with all of our 3rd party suppliers and partners
  • Contributing to the development of our overall service strategy


  • Previous experience in a Service Desk Manager role
  • Good understanding of ITIL processes with knowledge to implement
  • Technical knowledge of Microsoft O365 and Active Directory
  • Technical knowledge of Microsoft Azure and Intune
  • Technical knowledge of Azure and cloud computing
  • Audio and video conferencing tools and technologies such as Zoom and Teams
  • Good understanding of Security principles
  • Vendor and supplier management